Should you need to contact support with a query, you can use live chat within Alto or submit a support ticket via the Help Centre. Whichever route you choose, please provide as much detailed information as possible, along with screenshots relevant to your query.
All support requests are logged. Any support tickets that are created - whether via live chat or the Help Centre - can be tracked in the Help Centre, where you can view their Status and the most recent activity.
Note
If you'd like to request and discuss new user licences, new branches, data services, design work, company detail changes and billing enquiries, complete the relevant form(s) here
How to contact Support
Alto support is available via Live Chat from 9am-5:30pm, Monday to Friday.
- Click Help (the question mark) on the main navigation bar
- Click Chat
- In the message box, enter detailed information about the query you have, or the area of Alto you're having difficulty with. Initially you'll be greeted by Alto's virtual assistant who will attempt to answer your query
- If the virtual assistant is unable to help you, a member of the support team experienced in that area of Alto will join the conversation in real time to fully investigate your query. If the query cannot be resolved during the chat, a support ticket will be created on your behalf and followed up by the support team
Alto support is available from 9am-5:30pm, Monday to Friday.
Best practice
Want to make submitting a support ticket easier? We recommend that you enable autofill in your browser settings
- Within Alto, click Help (the question mark) on the main navigation bar
- Click Help Centre
- Alternatively, the Help Centre can be accessed directly using the following link: https://support.altosoftware.co.uk/hc/en-gb
- As the Help Centre has Single Sign On (SSO), you'll be prompted to sign in to the Help Centre with your Alto login details. This will ensure you can view all the articles, plus, receive a more seamless experience when contacting support and tracking your tickets
- At the top right of every page, and at the bottom of every Help Centre article, there is an option to Contact support. Click Contact support
- From the dropdown menu, select your type of query from the list, i.e. Property Management Accounts
- Enter Your name, Company name, Postcode and Telephone number
- From the dropdown menu, select the relevant area your query is about (i.e. Bank reconciliation). You may be asked to supply additional information such as the property record
- Enter a detailed Description and insert images or add any supporting Attachments that are relevant.
(The more information you initially provide, the quicker we can resolve your query) - Click Submit
Once your ticket is logged, you'll receive a notification and email with the ticket ID to confirm that it's been logged.
The ticket will go straight to the support team, and an agent experienced in that area of Alto will fully investigate your query before getting back to you.
Tracking your support tickets
Tickets created via live chat and tickets submitted through the Help Centre are tracked in the same way.
In order to track your tickets, you'll need to be signed in to the Help Centre with your Alto login details (via Single Sign On).
- If you aren't signed in already, click Sign in to Help Centre in the upper right corner of the Help Centre
- Enter your Alto login details and click Sign in
Now that you're signed in, any tickets you submit can be tracked through the Help Centre, and from here you can view their Status and Last activity, i.e. when it was last worked on by a member of the support team.
- Click Your Name in the upper right corner of the Help Centre
- In the dropdown menu, click Requests
- On the My requests tab, a list of all the tickets you've submitted will be displayed.
You can view when the ticket was Created, when the Last activity was (when it was last worked on by a member of the support team), and the ticket Status (Open/Solved).
You can click the Subject of a ticket to open it in full - With the ticket fully opened, you can view all details submitted so far, supply additional information, or respond to any questions raised by the support team