Bitrix24Care

FAQ: Bitrix24 Support

We've compiled the answers to the most frequently asked questions about Bitrix24 Support.

Bitrix24 Support is available only on the commercial plans. Only account administrators can contact Support specialists.
Pricing page

If there are problems and bugs

In such cases, you need to contact the Bitrix24 Support specialist in the special chat.

  1. Click the question mark in the upper right corner.
  2. Scroll down the page and click the Ask question button.
  3. Describe your problem in the chat.

We recommend the following steps to solve you issue in a short period of time:

  1. Formulate your question clearly.
  2. If you have multiple questions, address them individually to increase response speed.
  3. Attach screenshots, videos, or GIFs to your request to help the support specialist better understand the problem.
  4. Avoid using harsh language and obscene phrases. Such chats will be closed immediately, and you will be temporarily banned from support.
Don't forget to rate the specialist work. Feedback is important to us.

Can the Bitrix24 Support specialist log in to my account?

The Customer support team cannot log in to users accounts. Also, they don't connect to you via Team Viewer, and they don't call you by Skype and phone. They don't know your usernames and passwords, and even if you decide to tell them, they won't log in to your account.

If you have been transferred to the Technical support specialists, they will need access to the account to solve your problem.

Is it possible to immediately contact Technical Support specialist?

All requests first go to the Customer Support specialists. If your problem requires a technical specialist, the chat will be transferred to Technical Support.

Even if you have already been helped by a particular Technical Support specialist, first you need to describe the situation in the Customer Support chat.

Please, provide screenshots, videos, or GIFs to your request to help the support specialist understand the problem better.

Can the Support specialists configure my account?

Support specialists do not configure or customize accounts to your needs, design workflows or develop applications. Also, they can't tell you how to add a tool to your Bitrix24 using REST.

Our official partners are there to make your Bitrix24 experience more pleasant and productive – from choosing a subscription plan to product implementation, customization, and employee training. Bitrix24 partners can also help you set up an integration with a third-party app or service. Browse our Partner Directory to find a Bitrix24 partner in your area and contact them directly or use the form below to get a price estimate for your Bitrix24 implementation project.

Partner directory

How to describe the problem on the workflow?

Try to describe exactly what is not working as precisely as possible. Support specialists do not have the ability to test and debug a large workflow. They can only advise on problems in specific actions.

Bitrix24 specialists will be able to consult you on the workflow. Our official partners will help you in creating and debugging workflows.
Partner directory

крест.png My workflow is not working. Figure it out.

галочка.png During a workflow, employee votes are not correctly counted. Please tell me what the problem is. Here is the screenshot of the action settings.

галочка.png I created a workflow. It has one action, but it doesn't work correctly. Please tell me how to fix it.

Who can help if there is an error in the Bitrix24 Market application?

There are a large number of applications that you can use to extend your Bitrix24 functionality.

The apps are developed by the third-party specialists, so if you have errors, you should contact them directly. Their contacts are available on the application page or in the Technical support tab.

Bitrix24 Market

Support for Bitrix24 Market apps

Why didn't the Support specialist create a request for developers?

Customer support specialists do not create requests for improvement on every issue. All modifications of new tools are first discussed by the developers and the product managers. We discuss any requests and record all wishes, but requests are created only after internal discussion.

How do I know that the error I found has been fixed?

If you have found any error and a specialist has fixed it, you will receive a notification with the number of your request. As soon as there are any changes on your request, you will get a notification in the chat.

When you leave a request for revision, we can't give you a specific deadline: it depends on both the complexity of the tool and the queue in the development itself. Every day we receive dozens of suggestions. We take into account and analyze all of our customers' requests, but the most frequently mentioned suggestions get into development first.

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