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B12 offers human support options to help with billing, platform issues, and account-related questions through our official support channels.
Who can contact support
Support is available to all B12 customers, including those on the free plan.
For email support: You need to send your request from an email address
associated with your B12 account.
For chat support: You need to sign in to your B12 account to discuss account-specific information.
What we can help with
Our support team can assist with:
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Using B12 features and tools
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Billing and subscription questions
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Account access and management
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Platform bugs or unexpected behavior
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Troubleshooting known issues and workarounds
What we don't cover
We ensure the B12 platform works as intended, but we can’t provide hands-on debugging or fixes for custom implementations.
We don’t provide support for:
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Project-specific debugging or customization outside built-in features, including custom code creation or analysis
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Third-party tools, integrations, or open-source software
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Custom development, design, marketing, or consulting services
If you’d like to hire a B12 expert for these services, visit our partner page.
Support channels
You can contact B12 Support through the following official channels:
Chat (Fastest)
Get help with billing, account issues, and platform troubleshooting through live chat.
Access chat from the lower-right corner of your account, or visit https://support.b12.io/en/chat-with-us.
You may first receive an automated or AI-assisted response to resolve common issues quickly. If needed, you can request to speak with a support agent.
For non-urgent questions or requests that require more detail, email us at hello@b12.io.
Support hours (U.S. Eastern Time)
B12 Support is available during the following hours:
Monday – Friday: 5:00 AM – 11:59 PM ET
Saturday – Sunday: 9:00 AM – 6:00 PM ET
* Closed on major U.S. holidays
Response times vary based on request volume, issue complexity, and channel availability.
Schedule a Call
Subscription level: Professional/ Advanced plans only
If you purchased B12’s do-it-for-you setup service, you can schedule a call with our team.
Scheduled calls are one-on-one consultations for complex issues. We review your site in advance so the conversation is focused, productive, and results in clear next steps. For urgent concerns, we recommend using live chat for the fastest response.