Need help?  ON24’s Support team is here to assist. Reach out to us via chat for help with general questions, submit a support ticket for technical issues, or if it is a live event emergency, give us a call. 

ON24 offers several ways to help you with your questions.  Be sure to login to the platform first, then choose from:

• Start a chat for help with your general questions
• Submit a ticket for technical issues
• If it's a live event emergency, give us a call

Looking for how to submit a large event request?  Follow these instructions. 

Want to request a service?  Find more information here.

Starting a Chat

Chat support is a great option when you need a quick answer to your general 'how-to' questions.

• Available from Sunday at 1 pm to Friday at 6 pm US PT (except local holidays) - 24x5
• If troubleshooting or technical support is needed, these issues can be handled more quickly by submitting a ticket.

To start a chat, click on the Get Help icon located in the top navigation bar.  

Our digital companion, Onyx, will help you with what you need.  You can enter in a question, or choose one of the quick help options.

If Onyx is unable to assist, you'll have the option to talk with a live Support agent.  Make sure you have an Event ID handy, so they can access your account. 

How to Submit a Support Ticket

Submitting a ticket is your go-to method for technical support. 

• Available from Sunday at 1 pm to Friday at 6 pm US PT (except local holidays) - 24x5

To request support, log in to the ON24 platform. Click your account profile dropdown in the upper right corner and select Support.

You can also submit a ticket from the ON24 Knowledge Center.  From here, you can click Submit a Request at the top of the screen, or you can scroll down to Need Something Else?  and click on Ticket.

The request form will launch. Complete the required fields, providing as much information about the issue as possible. 

• Enter your Organization name
• Choose a Priority (optional)
• Enter what you'd like help with
  • If you choose Request Large Event Support or Technical Support, please choose which product you need help with
• Enter your Event ID
  • Note: A valid Event ID must be used so our support team can look up your account.
  • You can use any event ID in your account
• Enter in the subject of your request
  • After you type in the Subject field, suggested articles will appear that may be able to resolve your issue. 
• Enter in a description of the request
  • The more details the better!
• Add any attachments you need to and include any additional email addresses that need to be CC'd on the request
• Click Submit

Once your case is submitted, you will receive an email notification confirming receipt and a case number will be provided for your records.

To communicate with us as we investigate, you may click Reply All to this email and provide additional details or attach any additional supporting documentation (screenshots, slide deck, etc.).

You can also find a list of tickets you've submitted under your profile.  Click on Requests to see a list of tickets, when they were created, and their status.  Click on the Subject to see the ticket.

Live Event Emergency Line

If you have a live event emergency and need to get in touch with us right now, you can call the Live Event Emergency Hotline.  Available 24/7/365.  

Note:  Login to your account on the ON24 Platform to access the emergency phone numbers.

Requesting ON24 Connect Integration Support 

Submit a Support Ticket to get help with integrations.  Under How may we help you today? choose Technical Support > Integrations.