Key Takeaways
- Email [email protected] for help with any issue
- Include your account email and detailed description of the issue
- Response time is within 24 hours (often much faster)
- Tax Guardian and Premium members receive priority support
How to Contact Support
Email Support (Primary)
The best way to reach us is via email:
- Email: [email protected]
- Response time: Within 24 hours (usually much faster)
- Available: 7 days a week
What to Include in Your Support Request
Help us help you faster by including:
Essential Information
- Account email: The email address associated with your account
- Issue description: Clear explanation of what's happening
- Steps you've tried: What you've already done to resolve it
- Error messages: Exact text of any error messages
Helpful Additions
- Screenshots: Images showing the problem
- Timeline: When did this start happening?
- Urgency: If there's a deadline involved, let us know
- Previous attempts: Reference any previous support conversations
Example Support Request
Good example:
"Account: [email protected]
Question: I'm planning my Florida DMV visit next week. Can you confirm what documents I should bring to prove my residential address?
I have my lease agreement from Your Tax Base - is there anything else I need?"
Response Times
| Plan | Typical Response | Priority |
|---|---|---|
| Essential | Within 24 hours | Standard |
| Tax Guardian | Within 12 hours | Priority |
| Premium | Within 4 hours | Highest priority |
Note: These are typical response times. Complex issues may take longer to fully resolve, but we'll acknowledge your request and provide updates promptly.
Business Hours
While we receive and respond to support requests 7 days a week:
- Fastest responses: Monday-Friday, 9am-6pm Eastern
- Weekend/holiday: Responses may take slightly longer
- Urgent issues: Flagged for priority handling regardless of time
What We Can Help With
Account Issues
- Login problems and password resets
- Billing questions and payment issues
- Plan changes and upgrades
- Cancellation requests
Address and Document Issues
- DMV address rejections
- Bank/financial institution issues
- Verification letters
- Declaration of Domicile questions
Mail Issues
- Mail not arriving
- Forwarding problems
- Package questions
- Scanning requests
General Questions
- How our service works
- Florida residency process
- Recommendations for your situation
- Feature requests and feedback
Self-Help Resources
Before contacting support, you might find your answer in:
- Common Issues and Solutions - Quick fixes for frequent problems
- Document and Address Problems - DMV and bank issues
- Managing Your Subscription - Billing and account changes
- This Help Center - Search for your topic using the search bar
Escalation Process
If your issue isn't resolved satisfactorily:
- Reply to the support thread: Explain why the solution didn't work
- Request escalation: Ask to have your issue escalated to a senior team member
- Provide details: Share what you've tried and why it didn't resolve the issue
We're committed to resolving every issue. If something isn't working, we want to know so we can fix it.
Feedback and Suggestions
We welcome your feedback:
- Service feedback: Tell us what's working well and what could be better
- Feature requests: Suggest new features you'd like to see
- Help Center feedback: Let us know if an article was helpful or needs improvement
Send feedback to the same support email - we read every message and use your input to improve our service.