Navigating 15Five’s tools and resources is key to maximizing your experience, and our team is here to help you every step of the way. You’ll now be connected with the right expert at the right time—rather than relying on a single contact, you have direct access to a specialized team of experts ready to provide quick, flexible support in the channel you choose.
In this article, you’ll find everything you need to reach out to our Support, Billing, and Sales teams, book time with our experts, submit product feedback, and access ongoing resources like system status updates, the Help Center, and Academy courses to drive success with 15Five.
Right Expert, Right Time:
In our new Quick Help panel, you can view various ways to connect with 15Five, designed to get you in contact with the best expert for the help you need. In our Quick Help panel you can quickly start a live chat, schedule a live call with an expert, get quick links to detailed articles, see recent releases, and provide our Product Team feedback.
There are multiple ways to get help—choose the option that best fits your needs.
Chat with our Support Team:
Contact our Customer Support Team via our "Start a chat" option. We are online to help you Monday-Friday from 8 AM - 8 PM EST. You can open a chat at any time, and we will get back to you within those business hours. Our Support chat and email are powered by AI to provide instant answers from our documentation. You can ask to connect with a human advocate at any time.
You can also start a chat via the Help Center (where you are at now), by clicking the lightbulb at the bottom-right corner:
Email our Support Team:
If you’d prefer not to chat, you can email our Support Team directly from your inbox. You can send an email to support@15Five.com at any time, and we will get back to you within our business hours. Our email support is also powered by AI, so you will see a near-instant response generated using our documentation, but at any point you can request a human and your email will be routed to our Support team.
Schedule a Live Call with an Expert:
Sometimes you have questions about broader goals, such as rolling out Reviews, or how to best set up your people structure within 15Five. You may want a conversation with an expert vs the back and forth of a chat or email chain. You can set up a call by clicking "Meet with a 15Five Expert." You can schedule up to one call a day, and you can select the time that works best for you.
Whether you’re looking to optimize engagement initiatives or need help with technical details, our Office Hours sessions are here to help you succeed with 15Five! In each session, you'll meet 1:1 with a 15Five Team Member to learn how to best use 15Five to achieve your organization's needs.
Contact our Billing Team:
If you have a question about your invoice or billing details, you can open a ticket with 15Five's Billing Team by emailing ar@15five.com. For articles around billing in 15Five, check out this section of the Help Center.
Resources for Ongoing Support
Roles 👥
Throughout your journey with 15Five, experts in the following roles are here to help you make the most of 15Five! Please note that access to specific roles differs based on your organization's contract.
Role |
Responsibilities |
|---|---|
| Customer Support Advocates/Engineers (Support Team) | Point of contact for technical issue resolution and product questions. Offers identification and resolution of bugs, technical issue resolution, and system logic and guidance. |
| Customer Experience Managers (CXM) | Point of contact post-implementation. Provides live office hours support to guide you on best practices, feature rollout, and driving outcomes with 15Five. |
Professional Services Manager (PSM)* |
Point of contact during implementation. Provides implementation guidance, assistance with integrations, onboarding logistics, and training. |
*These roles are only available for support if included in your contract. If you're not sure whether or not your company qualifies for a PSM please contact our Support Team.
Frequently Asked Questions (FAQs) ❓
Q: The Resource Center/light bulb chat icon is gone. Where did it go?
We moved the Resource Center from the bottom right, to the upper right (?) Icon. We shifted away from a third-party module to something we have built ourselves, which gives us more control over creating the best customer experience. To access the same options you had before via our Quick Help panel - from Office Hour bookings to Support ticket creation- navigate to the (?) icon at the top right of your screen when logged into 15Five.
Q: What browsers does 15Five support?
At 15Five, we take quality and performance seriously and want to make sure that we meet you where you are and can deliver the best experience possible. That is why we are careful about what browsers we support and test for. Below are all supported browsers:
Google Chrome
Apple Safari
Microsoft Edge
Firefox
Safari (on the latest iOS devices)
Chrome (Android devices with hdpi, xhdpi, xxhdpi device resolutions)
We no longer support Internet Explorer due to security risks and Microsoft’s own guidance that IE should only be used for compatibility with legacy applications.
Q: How do I generate a HAR file for troubleshooting?
When working with 15Five’s Support Team, we may ask you to generate a HAR file. A HAR file logs network requests while an issue is occurring and helps us troubleshoot complex issues. Follow the browser-specific instructions below.
Chrome
Go to the page in 15Five where you’re experiencing trouble.
Click the Chrome menu (⋮).
Select Tools > Developer Tools.
Click the Network tab.
Select Preserve log.
Ensure the red recording circle is active.
Refresh the page and reproduce the problem.
Right-click any row → Save as HAR with Content.
Select the Console tab.
Right-click → Save as….
Name the file Chrome-console.log.
Send both files in your support reply.
Firefox
Go to the page in 15Five where you’re experiencing trouble.
Open the Firefox menu (three horizontal lines).
Select Web Developer > Network.
Click the Network tab.
Select Persist logs.
Refresh the page and reproduce the issue.
Right-click any row → Save all as HAR.
Select the Console tab.
Right-click → Select all.
Paste into a text file named console-log.txt.
Send both files in your support reply.
Safari
Go to the page in 15Five where you’re experiencing trouble.
In the menu bar, click Develop > Show Web Inspector.
In the Console, select Preserve Log.
Go to Network.
Refresh the page and reproduce the issue.
Right-click any row → Export HAR.
Return to Console.
Right-click → Select all.
Paste into a text file named console-log.txt.
Send both files in your support reply.
Tip:
If Develop doesn’t appear in the menu bar:
Go to Safari > Settings > Advanced, then enable Show Develop menu in menu bar.
Edge
Go to the page in 15Five where you’re experiencing trouble.
Click the Edge menu (⋮).
Select Developer Tools.
Click the Network tab.
Uncheck Clear entries on navigate.
Ensure the green Start Profiling Session button is active.
Refresh the page and reproduce the problem.
Click Export as HAR (floppy disk icon).
Select the Console tab.
Right-click → Copy all.
Paste into a file named console-log.txt.
Send both files in your support reply.