When you start a conversation, Fin, Kajabi's AI Agent, usually responds first. Fin can answer questions about Kajabi, help you get back into an account, and assist with billing. When needed, Fin brings in a team member.
Note:
If you're a customer of a site powered by Kajabi and need help, contact that site's support team. Only contact Kajabi Support if you have a legal concern or technical issue.
Chat with Kajabi Support
To start a chat conversation:
Log in to the Kajabi account you need help with.
From the Dashboard, click your name in the top-right corner.
Click Contact support. The conversation widget opens on the Help Center.
Click Start a conversation.
Describe what you need help with in as much detail as possible. It may be helpful to include a screenshot.
Note:
Clicking Contact support connects the conversation widget to the Kajabi account you're logged into.
If there's a queue to connect with a team member, the conversation widget shows your position in the queue. Team members typically handle chats live, so expect quick responses once you're connected.
Some topics are handled by specialized teams and aren't answered live. Fin or a team member will let you know if that applies to your chat. Feel free to step away from the conversation widget. You'll receive an email when there's a reply.
If the conversation widget doesn't appear, check that the browser isn't blocking cookies and that no ad blocker or script blocker extension is running.
Chat about a different Kajabi account
Fin's first message shows the email of the Kajabi account the conversation widget is connected to. If it's the wrong account, start a new chat from the right one.
Log in to the Kajabi account you need support with.
From the Dashboard, click your name in the top-right corner.
Click Contact support. The conversation widget opens on the Help Center.
Click Start a conversation.
Describe what you need help with in as much detail as possible. It may be helpful to include a screenshot.
Format a message
Select text in the message box to add formatting, such as bold, italic, numbered lists, bulleted lists, or links.
Share files and images
Screenshots, screen recordings, and files help us see exactly what you're seeing.
In an open conversation, click the paperclip icon at the bottom of the conversation widget, or drag a file into the message box.
Wait for the attachment to load in the message box.
Optionally, type a caption below the attachment. The caption is sent with the attachment as one message.
Click the send icon.
You can attach up to 10 images or files at once. Each attachment starts uploading as soon as you add it, and you can review all of them before sending.
Click any image or screenshot in the conversation to view it at full size.
To see every file and image shared in a conversation, open the more options (...) menu at the top of the conversation widget and select View attachments. This option will only show if at least one file or image was shared.
Use voice transcription
If you'd rather talk than type, the conversation widget can transcribe your voice into text.
In an open conversation, click the microphone icon in the message box.
If the browser asks for microphone access, click Allow.
Speak your message. A waveform shows while you record.
Click stop to finish recording, or cancel to discard the recording.
Review the transcribed text in the message box and edit it if needed.
Click the send icon.
Note:
Voice recordings can be up to 2 minutes long. Background noise, a weak internet connection, or unclear speech can affect accuracy, so check the transcribed text before sending.
Don't see a recording option? Hover over the microphone icon. If the message says microphone access is blocked, allow the microphone for help.kajabi.com in the browser's site settings, then refresh the page.
Search inside a chat
Search a conversation to quickly find information.
In an open conversation, open the more options (...) menu at the top of the conversation widget.
Select Search conversation.
Type at least 2 characters in the search bar. Matches are highlighted in the conversation.
Click Next or Previous (or press
EnterorShift+Enter) to move between matches.Click X or press
Escapeto close the search bar.
Search covers message text in the open conversation only. It doesn't search other conversations, attachment file names, or images.
Download a chat transcript
Download a copy of a chat to keep for your records or share with a team member.
In an open conversation, open the more options (...) menu at the top of the conversation widget.
Select Download transcript.
The transcript downloads as a text (.txt) file.
Expand the conversation widget
Expand the conversation widget for more room.
In an open conversation, open the more options (...) menu at the top of the conversation widget.
Select Expand window.
To return to the standard size, open the more options (...) menu again and select Collapse window.
Email Kajabi Support
To start an email conversation:
Review the below table and determine which email address to contact.
Open the email inbox associated with the Kajabi account you need help with.
Start a new email and describe what you need help with in as much detail as possible. It may be helpful to include a screenshot.
Send the email.
Team | Hours (Pacific) | When | |
Technical Support | 24/7 | You need help using Kajabi
| |
Billing | 24/7 | You need help with billing for a Kajabi subscription
| |
Kajabi Payments | Weekdays:
| You need help with Kajabi Payments | |
Branded Mobile Apps | Weekdays: | You need help with a branded mobile app
|
View conversation history
The customer portal lists your conversation history with Kajabi Support. To open the customer portal, you can do one of the following:
Go to the Messages tab in the conversation widget and click the customer portal link.
Click the customer portal link on the Help Center home page.
Click the button below.
Notes:
The customer portal is available to account owners and users of Kajabi accounts.
Account owners can view all chats started by anyone on their account.
Not all email conversations may appear on the customer portal.
If the customer portal says you're not logged in, follow the steps in Chat with Kajabi Support, then click the customer portal link again.