Customer support
Already a customer? Tell us what is wrong.
This is the way to reach Norvet support. It is separate from our sales forms, and you do not need to fill out a quote request.
What do you need?
Something stopped working
Tell us what you see and when it started. If your business is stopped, call.
I need help using something
Ask the question the way you would ask a person. You do not need a ticket number. A person may give you a case reference once they have recorded your request.
A question about a bill
Tell us which bill or month and what looks wrong.
Change something we already do for you
Adding or removing a user, moving a location, or changing a setting. Say what should be different and by when.
Buy something new
A new service or project is a different kind of request, handled by a short intake.
What to put in your message
- Your name, your business name and the best number to reach you.
- Which service or location this is about.
- What is happening and when it started.
- How many people it affects.
- Anything you already tried.
Please do not send secrets
Do not put any of these in an email, a form or a voicemail. We do not have a secure way to receive them. If a fix needs something sensitive, do not send it. Tell us what you need to share and we will talk it through with you.
- Passwords or one-time codes
- Card numbers
- API keys, private keys or access tokens
- Bank account or routing numbers
- Security logs or screenshots that show account secrets
What to expect
A person at Norvet reads your message and responds within one business day. That is a target for the first response, not a promise about how quickly a problem is fixed.
Your message goes to the Norvet support mailbox, or your call goes to our main phone number. A person records your request by hand. Once it is recorded, we may give you a case reference so we can both point to the same request. This page does not open a case, and no case exists until a person has recorded it.
Some services are delivered through a carrier or another provider, such as internet or card payments. If you already know one is involved, say so and tell us if you have contacted them. Your agreement with us or with the provider says who handles what.
If your business is stopped
Call instead of emailing during business hours: 8:00 a.m. to 6:00 p.m. Eastern, Monday through Friday, excluding U.S. federal holidays. We do not promise phone coverage outside those hours, so if you reach us later, email the details above and a person will read them when business hours resume. If you cannot take card payments, also call your payment processor. If you think an account has been broken into, change its password from a device you trust and tell us.
Not getting a response?
If you are not getting a response, call and tell us so. The service-level page has more detail, and the terms in your own agreement control if they differ.