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Support

How to get help with Array HQ.

Where to start

Most questions land in one of three places:

  • A how-to question — open the relevant section of these docs. Each product hub has overviews and concept pages.
  • Something not working — contact support (below). Include the site, the affected workflow, and a screenshot if you have one.
  • A pricing or contract question — your Array account contact, not support.

Contact support

  • Email: support@arrayhq.com
  • Customer success: customersuccess@arrayhq.com
  • Business inquiries: hello@arrayhq.com

Replies during business hours within one business day. Urgent operational issues — anything that's blocking a shift from running — get same-day attention.

What to include

When you write to support, include:

  1. The organization and site involved. "Northeast DC, Hartford" beats "one of our warehouses."
  2. The workflow that's affected. Where exactly did it break — sourcing, screening, roster, points redemption?
  3. What you expected vs what you saw. Two short lines is enough.
  4. A screenshot. When possible.
  5. Business impact. Is this blocking a shift, slowing a shift, or a long-standing nuisance?

Escalation

If a support ticket isn't moving and the operational impact is climbing, ask your Array account contact to escalate. They have a direct line to the engineering and product teams.

What support won't do

Support handles platform issues, configuration questions, and operational urgency. Support does not:

  • Run hiring decisions for you.
  • Change billing or plan terms (those go through your account contact).
  • Promise unbuilt features (those go through your account contact, who can flag them for the roadmap).