Contact Support

We're here to help. Multiple ways to reach us.

AI Customer Service Agent (24/7)

Use the chat widget in the bottom-right corner of FreightConnect. Our AI handles:

• Tracking questions ("Where's my shipment?")
• Account issues ("How do I reset my password?")
• General questions ("What's the rate for LA-NYC?")
• Escalations (we route complex issues to humans)

Response time: < 5 minutes (usually instant)

Email Support

Send to: matt@freightconnect.ai

Include:

• Your company name and account email
• What you were trying to do
• What happened instead
• Load ID (if relevant)
• Screenshots (if helpful)

Response time:

• Brokerage: < 4 hours (business hours)
• Enterprise: < 1 hour (24/7)

Phone Support (Enterprise Only)

Call: +1-801-599-5643

Hours: 8am - 6pm Mountain Time, Mon-Fri

Response time: < 15 minutes

In-App Help

Click the ? icon in the top-right corner for:

• Video tutorials (2-3 min walkthroughs)
• FAQ (quick answers)
• Link to documentation (this guide)
• Report a bug (screenshots attached)

Emergency Escalation

If something is critical (a shipper is waiting for their load, or you're losing money):

1. Use the AI chat and say "Emergency escalation"
2. OR, email matt@freightconnect.ai with subject line "URGENT:"
3. We'll prioritize and call/message within 15 minutes

Status Page

Check our system health:

• https://status.freightconnect.ai
• Real-time incidents and maintenance updates
• Subscribe to alerts

If you suspect a platform-wide outage, check here first.

Community Forum (Planned Q3 2026)

Q&A forum where users help each other. You can post questions and browse answers from other brokers.

Sales & Account Questions

For billing, plan changes, or new feature requests:

• Email: matt@freightconnect.ai
• Schedule a call: Use the Book a Demo button in your account settings
• Your account manager (Enterprise): direct contact

Feedback

Have an idea or complaint? We want to hear it.

1. Click the Feedback button (bottom-right, near chat)
2. Describe your idea or issue
3. We'll review and respond within 48 hours

Security Issues

If you discover a security vulnerability:

1. Do not post it publicly or share on social media
2. Email: security@freightconnect.ai
3. Describe the issue in detail
4. We'll investigate and fix ASAP
5. Thank you will be provided (and credit if you prefer)

International Support

English support is available 24/7. For non-English languages:

• Spanish: Mon-Fri 9am-5pm MT
• French: Mon-Fri 9am-5pm MT
• Other languages: request interpreter via email

Support Hours

| Plan | Email Response | Phone | Chat | |---|---|---|---| | Solo | 24h | N/A | 24/7 AI | | Brokerage | 4h | N/A | 24/7 AI | | Enterprise | 1h | 8am-6pm MT | 24/7 Priority |

Tips for Faster Support

• Provide load ID — we can instantly see context
• Include error messages — copy the exact text
• Screenshots help — we can understand your issue faster
• Clear description — tell us what you were doing and what failed
• Your timezone — helps us schedule calls

Common Support Topics

Account/Billing

• Reset password
• Upgrade/downgrade plan
• Payment issues
• Invoice request

Load Management

• Posting loads
• Quote negotiation
• Rate issues
• Load templates

Tracking & Shipments

• Where's my shipment?
• POD upload
• Tracking link issues
• ETA changes

Carriers & Network

• Adding carriers
• Removing carriers
• Carrier performance
• Negotiations

Integrations

• TMS setup (McLeod, TMW, Turvo)
• API issues
• ELD/telematics
• Accounting sync

Compliance & Security

• Data export
• Audit requirements
• Compliance documentation
• Security questions

Service Level Agreements (SLA)

Enterprise only:

• 99.9% platform uptime
• < 1 hour critical issue response
• Dedicated account manager
• Quarterly business reviews

Next Steps

• Common Issues — self-service troubleshooting
• System Status — check for outages
• Account Help — billing and subscription

We're here to help. Don't hesitate to reach out.