How do I contact Customer Support?

The entire team at Neon One wants you to succeed in learning our product and tailoring it to work well for your organization. Our Customer Support team is here to answer quick questions concerning technical issues and point you in the direction of the information you may not immediately find in our comprehensive Support Center Guides. Get in touch with our team of experts using the information below:

If you are a donor of an organization, we recommend contacting the organization directly. They can help you update recurring donations, register for events, and more.

Standard Support

From within Neon CRM

The easiest way to contact the Customer Support team is by using the Support Center. From within Neon CRM:

Select the Support widget in the bottom right corner of your screen
Select Contact Us
Fill out the required fields, and submit your request

From within the Support Center

To submit a new request from the Neon One Support Center:
1. Select the Support widget in the bottom right corner of your screen
2. Ask our chatbot, Genesis, for assistance! Genesis will recommend relevant materials and FAQs. To reach our Customer Support team, select Get in touch
3. Select Leave a message, then fill out the required fields to submit your request

By email

All Neon One clients can contact us using our web form. Once your request has been submitted, a member of our Support Team will follow-up by email. Alternatively, requests can be email to crmsupport@neonone.com.

You can also access free training resources within the Neon One Academy, Neon One's training and certification program.

Premium Support

Live Support

Clients who subscribe to our Empower package or who have the Live Support add-on as part of their subscription will see the ability to request support by chat. Chat is available Monday to Friday from 8:00 AM to 7:00 PM CST. If you do not see the chat option and are eligible for chat, all agents are currently busy assisting other clients.

Likewise, clients eligible for Live Support can request support by phone. Request a callback will appear in the Support Center widget, and will enter a callback request during standard business hours, Monday to Friday from 8:00 AM to 7:00 PM CST.

You can also submit a ticket to receive assistance through the widget.

To access Live Support:

Select the Settings cog in the upper right of Neon CRM
Select Support Center
Sign-in to the Support Center
Use the Support widget within the Support Center. Both Live chat and Request a callback options will appear within the widget

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