Trying to get in touch with Hightail can feel like you're sending your request into the void, especially when you're dealing with annoying issues like billing disputes or files that just won't send, which seem to be common complaints online. It's the go-to for so many creatives sending massive files, you'd think they'd have a Bat-Signal for support. Whether you need to use their support ticket system, check the help center, or ping them on social media like X (formerly Twitter) or Facebook, getting help shouldn't be a huge project. Before you get too frustrated, this guide will walk you through the best ways to contact them. You can always start by checking their official site at Visit Hightail.
Different Ways to contact Hightail
| Contact Method | Details & Availability | Best For |
|---|---|---|
| Support Ticket (Web Form) | Available 24/7 online | Most issues, including technical, billing, and account questions |
| Phone Support | Only for Enterprise plan customers | Urgent, complex issues for enterprise accounts |
| Help Center | Available 24/7 online | Self-service for common questions and troubleshooting |
Customer Support Channels
📞 Phone Support
Unfortunately, direct phone support is a premium feature. It's reserved for customers on their Enterprise plan. If you're on a Pro or Teams plan, you'll need to use the online support ticket system. It's a bit of a letdown, I know.
| Department | Phone Number | Hours (Timezone) |
|---|---|---|
| Sales Inquiries | +1 (866) 558-7363 | Standard Business Hours |
| Enterprise Support | Provided after signup | Varies by plan |
📧 Email Support
Hightail funnels most support requests through a web form, which then creates an email ticket. This is the main way to get in touch for the vast majority of users.
| Purpose | Contact Method | Notes |
|---|---|---|
| General & Technical Support | Submit a Request Form | This is the primary channel. Response is typically within 1-2 business days. |
| Direct Email | [email protected] | Using the form is better as it collects necessary details upfront. |
💬 Live Chat or Website Bot
Hightail does not currently offer a live chat feature for general customer support. Some users have reported seeing a bot pop up, but it mostly just directs you to Help Center articles. It does not escalate to a human agent.
📱 In-App Support
You can access help directly within the Hightail apps (Desktop, iOS, Android), but it's not a separate support channel. The 'Help' or 'Support' option in the app will typically redirect you to the online Help Center or the support ticket form in your web browser.
Estimated Response Times from Hightail
| Method | Expected Wait Time |
|---|---|
| Support Ticket (Web Form) | 24 - 48 business hours |
| Phone (Enterprise Only) | Under 30 minutes |
| In-App (Redirects to Web) | 24 - 48 business hours |
Tips to Reach Support Faster from Hightail
- Be Hyper-Specific: Instead of saying "it's not working," write "When I click the blue 'Send' button on the project 'Q4 Report', I get a 404 error page." The more detail, the better.
- Include Screenshots: A picture is worth a thousand words. Attach a screenshot of the error message or the problem area. It cuts down on the back-and-forth.
- Use Your Account Email: Always submit your request using the email address associated with your Hightail account. It saves them from having to ask for it.
- Check the Status Page First: Before you even write a ticket, check Hightail's Status Page. The problem might be a known outage they're already fixing.
Before You Call: What to Have Ready
Look, nobody likes contacting support. To make it less painful, get your stuff together first. Before you even think about filling out that support form, have these things open in a tab or written down.
- The email you signed up with. This is their main way of identifying you. Don't guess.
- Your current subscription plan. (e.g., Pro, Teams). They'll ask, so find it in your account settings.
- A link to the specific file or Space. If your issue is about a particular file, have the share link ready to paste.
- The exact text of any error message. Copy and paste it. Don't just describe it from memory.
Where to Quickly Solve Problems with Hightail
| If Your Problem Is... | The Best Contact Method Is... | Pro Tip |
|---|---|---|
| A billing error or unexpected charge | Support Ticket (Web Form) | Select 'Billing' as the category. Have the date and amount of the charge ready. Be polite but firm. |
| A technical glitch or bug | Support Ticket (Web Form) | Attach a screenshot or screen recording. Mention what browser or app version you're using. This helps them replicate the bug. |
| Resetting your password | Password Reset Page | This is way faster than contacting a human. Just do it yourself. |
| A recipient can't access a file | Help Center (Self-Service) | First, check the link's expiration date and access permissions you set. This is the cause 90% of the time. |
Additional Helpful Links for Hightail
How Pine AI Can Help You Save Time Contacting Hightail
Tired of navigating help centers and waiting for support tickets? If you just want to cancel your Hightail subscription without the hassle, Pine AI can help. We handle the entire cancellation process for you securely and efficiently. No more searching for hidden buttons or waiting for email replies. Let Pine AI save you time and frustration.
Frequently Asked Questions about Hightail
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Rachel Adams
Technology & Software Editor
Rachel Adams is the Lead Tech & App writer at Pine AI, where she decodes the complexities of the digital software landscape. With over eight years of experience as a software reviewer and tech journalist, her work focuses on the security, usability, and subscription models of popular apps and SaaS platforms. Rachel's insights empower consumers to make informed decisions, avoid predatory billing, and select software that genuinely adds value.
