Reach UniLink support through live chat, email, or the Help Center — and know exactly what information to include to get a faster resolution.
- UniLink support is available via live chat (dashboard bottom-right), email at [email protected], and the Help Center at unilink.us/help.
- Live chat responds instantly during business hours; email responses take 1–2 business days. Pro and Business plan users receive priority support.
- Include your account email, the URL of the affected page, and a clear description of the problem to get a resolution faster.
Most issues with UniLink can be resolved without ever contacting support — the Help Center covers the majority of common questions thoroughly. But when you've already searched the documentation and still can't find a solution, knowing how to reach the support team effectively saves time. This article covers every available support channel, their response times, and how to structure your request so the team can help you quickly.
What UniLink Support Covers
UniLink's support team handles technical issues, billing questions, account access problems, and feature inquiries across all plan levels. Technical support includes things like blocks not rendering correctly, custom domain connection failures, payment processing errors, and integration problems with third-party tools. Billing support covers plan changes, refund requests, invoice questions, and subscription management.
The support team does not provide general website design advice, write content for your pages, or troubleshoot issues caused by third-party platforms outside UniLink's control (such as Stripe account suspensions or Instagram API changes). For questions in those categories, the Help Center and community forum are better resources because they contain crowd-sourced solutions from other users who've encountered similar situations.
Response time and support priority vary by plan. Free plan users have access to the Help Center and can submit email tickets. Starter ($9/mo) users get the same plus access to live chat during business hours. Pro ($19/mo) and Business ($49/mo) users receive priority routing in both live chat and email, meaning their tickets are handled before standard queue tickets. Business plan users additionally have access to a dedicated onboarding channel for initial setup assistance.
How to Get Started
- Before contacting support, search the Help Center at unilink.us/help — if your question has a documented answer, you'll get it immediately without waiting for a reply.
- Identify which support channel fits your situation: live chat for urgent issues during business hours, email for non-urgent or complex issues that require screenshots or attachments.
- Gather the relevant information before opening a ticket: your account email address, the URL of any affected page (e.g., unil.ink/yourusername), a description of the problem, and the steps you took that led to the issue.
- If your issue involves a visual problem (something looks wrong on your page), take a screenshot before contacting support — attaching it to your first message eliminates one round of back-and-forth.
- Open your support channel of choice (chat widget in the dashboard or email to [email protected]) and use the information you gathered to write a clear, specific first message.
How to Use Each Support Channel
- For live chat: log in to app.unilink.us, look for the chat bubble icon in the bottom-right corner of the screen, click it, and type your message — a support agent or AI triage bot will respond within seconds during business hours (Monday–Friday, 9am–6pm ET).
- For email: compose a message to [email protected] with a descriptive subject line (e.g., "Custom domain not pointing correctly — yourdomain.com"), include your account email, page URL, and a detailed description of the issue.
- For Help Center self-service: go to unilink.us/help and use the search bar or AI assistant to find a solution without waiting for a human response.
- For community forum: access the community via the Help Center or dashboard — search for threads about your issue, and if none exist, post a new thread; other users and sometimes UniLink staff respond here.
- To escalate a ticket: if an email ticket has gone unanswered beyond the expected timeframe, reply to the same thread (don't open a new ticket) with a polite follow-up — keeping the conversation in one thread preserves context for the agent.
Key Settings
| Setting | What It Does | Recommended |
|---|---|---|
| Live Chat (Dashboard) | Real-time conversation with a support agent; available from within the dashboard during business hours | Use for urgent issues — login failures, billing errors, or anything blocking you from publishing |
| Email Support ([email protected]) | Asynchronous ticket system; 1–2 business day response time for standard plans | Use for detailed technical issues that need screenshots or files, or for non-urgent questions |
| Priority Support | Pro and Business users' tickets are routed to the front of the queue | If you're on Pro/Business, mention your plan in your first message to ensure priority routing is applied |
| Community Forum | User-to-user help and feature discussion; not an official support channel but often has fast answers | Check the forum before emailing for common issues — other users may have already solved it |
| Ticket Thread | All replies to a support email stay in one thread for context continuity | Always reply to the original email thread rather than opening a new ticket for the same issue |
Get the Most Out Of UniLink Support
The quality of your first message determines how quickly you get a resolution. A vague message like "my page is broken" requires the agent to ask several follow-up questions before they can investigate. A specific message like "my product image isn't displaying on my storefront block at unil.ink/myshop — it shows a grey placeholder even though I've uploaded a 1200x800 JPEG" gives the agent everything they need to reproduce and diagnose the issue immediately. Specificity is the single most impactful thing you can control.
When something goes wrong, note the exact steps that led to the problem before contacting support. "I was in the editor, I clicked the Image block, uploaded a file, clicked Save, and the image disappeared from the preview" is actionable. "I tried to upload an image and now it's gone" is not. The sequence of actions often contains the clue to the cause, and agents investigate faster when they can reproduce your exact steps.
For billing questions, have your invoice number or the last four digits of your payment card available. This lets support verify your account faster than email alone. If you're requesting a refund, note the date of the charge and the reason — the clearer the context, the smoother the resolution. UniLink's billing support follows straightforward policies, and most common billing questions are answered within one exchange when the necessary details are included in the first message.
If you're on the Pro or Business plan, you have priority support — but that priority only applies if the system recognizes your account. Make sure you're contacting support while logged in (for live chat) or from the email address associated with your account (for email). Contacting support from a different email address than the one on your account may place your ticket in the standard queue until your identity is confirmed.
Troubleshooting
| Problem | Cause | Fix |
|---|---|---|
| Chat widget not visible in dashboard | An ad blocker or privacy extension is hiding the chat widget's iframe | Disable your ad blocker for app.unilink.us, or email [email protected] instead |
| No response to email after 2 business days | Ticket may have been filtered to spam, or there may be a queue backlog | Check your spam folder for a confirmation email; if none exists, resend your request and add "follow-up" to the subject line |
| Support agent asks for information you already provided | Long ticket threads sometimes lose context if agents rotate | Re-state the key details in your reply (account email, page URL, issue description) rather than referencing earlier messages with "as I said above" |
| Priority support not being applied to your ticket | Ticket was submitted from a different email than the one on your Pro/Business account | Reply to the ticket and state your account email and plan level explicitly so the agent can re-prioritize it |
- Multiple channels (chat, email, Help Center, forum) give flexibility for different urgency levels
- Live chat provides instant responses during business hours for blocking issues
- Pro and Business users get priority routing, reducing wait times significantly
- Email support allows for detailed descriptions and file attachments that chat can't always accommodate
- Live chat is limited to business hours — outside those hours, only async options are available
- Standard email response time of 1–2 business days can feel slow for urgent issues
- Free plan users don't have live chat access and rely on self-service and email only
Frequently Asked Questions
What are UniLink's support business hours?
Live chat support is available Monday through Friday, 9am to 6pm Eastern Time. Email support accepts tickets 24/7 and is processed during the same business hours window, with a 1–2 business day response target for standard plans and faster turnaround for Pro and Business priority tickets.
Can I request a phone call with support?
Phone support is not currently offered on any UniLink plan. Business plan users may have access to scheduled video calls for onboarding and setup assistance — check the Business plan details at unilink.us/pricing or ask via chat to see if this applies to your account.
What's the best way to report a bug?
Email [email protected] with "Bug Report" in the subject line. Include your browser version, operating system, the exact steps to reproduce the bug, a screenshot or screen recording if possible, and your account email. Detailed bug reports speed up investigation and increase the chance your report leads to a fix in the next release.
Does UniLink offer support in languages other than English?
The primary support language is English. The team may be able to accommodate Ukrainian. For other languages, the team will respond in English, but you're welcome to write in your own language — they use translation tools to understand your request.
What should I do if I think my account has been compromised?
Email [email protected] immediately with "Account Security" in the subject line, or use live chat if it's available. Change your password first (if you still have access) via app.unilink.us/account/security, then report the incident. The security team handles these cases with priority regardless of plan level.
- Use live chat (dashboard bottom-right) for urgent issues during business hours; email [email protected] for detailed or non-urgent requests.
- Include your account email and page URL in every message to skip the verification round-trip and get to resolution faster.
- Pro and Business plan users get priority support — contact support while logged in (or from your account email) so priority routing applies automatically.
- Check the Help Center at unilink.us/help before opening a ticket — most common questions are answered there instantly.
- Keep all replies to an issue in the same email thread; opening a new ticket for the same issue resets context and slows resolution.
Need help now? Log in to app.unilink.us and click the chat bubble in the bottom-right corner for real-time support — or email [email protected] with your question and page URL to get a response within 1–2 business days.