This article will instruct renters and administrators how to contact Facilitron Customer Support.


When Should I Reach Out to Customer Support?

Facilitron Customer Support should be contacted for questions regarding: 

  • Navigating the Facilitron platform, and how to use its features
  • Questions about payment, or to make payment by credit or debit card over the phone 
  • General insurance questions regarding district requirement for Certificates of Insurance (COI’s)
  • Any time you are unsure about a matter related to your reservations 
  • If you are experiencing a lockout at a facility, and are unable to access at the designated start time. Please see What Happens if I Am Locked Out of the Facility? if you are reaching out due to not being able to access facilities at your designated start time. 

Or, you may email support@facilitron.com for assistance at any time, and we will respond to your concern during our designated office hours.  


Calling Facilitron Support

You may call our Customer Support at (800) 272-2962 for assistance 8 AM - 10 PM (EST), Monday - Friday to receive personalized assistance if you prefer to speak with an agent over the phone. If you are experiencing a lockout, calling Customer Support is the only option for reaching Support after hours. 


Chatting with Support

If you would like the experience of receiving quick, in-the-moment assistance but are unavailable to speak over the phone (or prefer to text/chat), there is a Chat function on facilitron.com. 

Simply look for the blue chat widget on any page on the site

Alternatively, simply scroll all the way to the bottom of the page. You will find Launch Chat in the Support submenu.

 

Upon clicking Launch Chat, you may be asked to allow chat notifications as shown below. The chat will open to the right of your screen.

After confirming a valid email address, you will be connected to a Facilitron representative. 


Emailing Customer Support

Email is the recommended option if you would like assistance uploading a COI or other documentation to your reservation, are requesting support outside of Customer Support’s operating hours, or if email communication is your preferred mode of communication. Please email support@facilitron.com at any time, and a representative will assist during standard operating hours.