Contact Customer Support — best ways, response times, and what to include
We’re here to help. Choose the channel that’s easiest for you and include a few details so we can resolve things fast.
Summary
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Best/fastest: Submit a ticket from your doola Customer Portal (or from your dashboard).
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Email: hello@doola.com
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Typical reply time: within 1 business day (urgent? mark it URGENT and include your deadline).
Ways to contact us
1) Customer Portal (recommended)
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Sign in → Submit a ticket → pick a category → describe the issue → add screenshots/files.
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You can also reply by email and it will sync to the same ticket.
2) Email
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Write to hello@doola.com from the email on your account.
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Use a clear subject (e.g., Billing question – invoice #12345).
3) Live chat (when available)
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Look for the chat bubble on our site or in the dashboard.
4) Phone (availability varies)
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Check our website for the latest number and hours.
What to include (helps us help you)
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What happened: brief summary + exact error wording
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Where it happened: page/feature (and link if relevant)
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Steps tried: what you already attempted
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Screenshots/files: attach images or PDFs (portal preferred for sensitive docs)
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Your details: company name, state, ticket/order number (if any)
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Urgency: deadline or impact (e.g., “bank appointment tomorrow”)
Response times
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We aim to respond within 1 business day.
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Complex requests or peak periods may take longer; we’ll keep you posted.
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If it’s time-sensitive, add URGENT to your subject and include your deadline.
If you didn’t get a confirmation
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Check spam/junk for “doola” or “Support”.
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Make sure you used the same email as your doola account.
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Ask IT to allowlist our sender domain.
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Still stuck? Send a quick follow-up or submit via the portal.
Security tips
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Prefer the portal for sharing IDs, tax letters, or bank docs.
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Avoid sending full SSNs or complete card numbers by email.