Knowledge Base
Contact Support
Contact Support
Our dedicated support team is here to help you with any questions or issues you may have with the Canvass Global platform. We offer multiple ways to get in touch, ensuring you receive the assistance you need when you need it.
🚨 Emergency Law Enforcement Support
For urgent law enforcement requests requiring immediate assistance:
- Phone: 1-800-CANVASS (Press 1 for Emergency Support)
- Available: 24/7 for active investigations
- Response Time: Within 15 minutes
Contact Methods
Live Chat Fastest Response
Best for: Quick questions, account issues, general inquiries
- Access: Available in your dashboard (bottom right corner)
- Hours: Monday-Friday, 8 AM – 8 PM EST
- Response Time: Usually under 2 minutes
- Languages: English, French
Email Support Within 4 Hours
Best for: Detailed issues, documentation requests, non-urgent matters
- General Support: support@canvassglobal.com
- Technical Issues: tech@canvassglobal.com
- Account/Billing: billing@canvassglobal.com
- Privacy Concerns: privacy@canvassglobal.com
- Law Enforcement: leo-support@canvassglobal.com
Phone Support Direct Connection
Best for: Complex issues, urgent matters, personal assistance
- Main Line: 1-800-CANVASS (1-800-226-8277)
- Direct Extensions:
- Press 1: Emergency Law Enforcement Support
- Press 2: Camera Owner Support
- Press 3: Technical Support
- Press 4: Billing & Account Issues
- Press 5: Privacy & Legal Questions
Support Ticket System
Best for: Bug reports, feature requests, detailed technical issues
- Access: Dashboard → Help & Support → Submit Ticket
- Tracking: Full ticket history and status updates
- File Attachments: Screenshots, logs, error messages
- Priority Levels: Low, Normal, High, Critical
Support Hours
| Support Type | Days | Hours (EST) | Response Time |
|---|---|---|---|
| Live Chat | Monday – Friday | 8:00 AM – 8:00 PM | Under 2 minutes |
| Phone Support | Monday – Friday | 8:00 AM – 8:00 PM | Direct connection |
| Emergency Law Enforcement | Every day | 24/7 | Within 15 minutes |
| Email Support | Every day | 24/7 monitoring | 4 hours (business days) |
| Support Tickets | Monday – Friday | Business hours | Same business day |
What to Prepare Before Contacting Support
Before You Contact Us
Having this information ready will help us resolve your issue faster:
- ✅ Your account email address
- ✅ Description of the problem you’re experiencing
- ✅ Steps you’ve already tried to fix the issue
- ✅ Browser and version you’re using
- ✅ Operating system (Windows, Mac, iOS, Android)
- ✅ Any error messages (exact text or screenshots)
- ✅ When the problem started occurring
- ✅ Whether the issue affects all cameras or specific ones
Support by Category
📱 Account & Login Issues
- Forgotten passwords
- Account verification problems
- Two-factor authentication issues
- Email change requests
- Account deactivation/reactivation
Best Contact Method: Live Chat or Email
📹 Camera & Upload Issues
- Camera registration problems
- File upload failures
- Video format compatibility
- Image quality concerns
- Privacy settings configuration
Best Contact Method: Phone or Support Ticket
⚖️ Law Enforcement Support
- Agency verification assistance
- Footage request guidance
- Case management questions
- Evidence export help
- Training and onboarding
Best Contact Method: Dedicated law enforcement line
🔧 Technical Problems
- Website performance issues
- Browser compatibility problems
- Network connectivity errors
- Feature malfunctions
- API integration support
Best Contact Method: Support Ticket with details
💰 Billing & Rewards
- Community rewards questions
- Discount redemption issues
- Partner business inquiries
- Account billing concerns
- Payment method updates
Best Contact Method: Email or Phone
🔒 Privacy & Security
- Data protection questions
- Privacy policy clarifications
- Security concern reports
- Data deletion requests
- Compliance inquiries
Best Contact Method: Email to privacy@canvassglobal.com
Self-Service Options
Many common issues can be resolved using our self-service resources:
- Knowledge Base: Comprehensive guides and FAQs
- Dashboard Help: Contextual help tooltips throughout the platform
- System Status: Check platform status at status.canvassglobal.com
- Video Tutorials: Available in your dashboard help section
- Community Forums: Connect with other users and share tips
Support Quality Commitment
Our support team is committed to providing:
- Professional Service: Knowledgeable and courteous assistance
- Quick Response: Fast resolution times for all inquiries
- Follow-up: We ensure your issue is completely resolved
- Multilingual Support: Available in English and French
- Continuous Improvement: We learn from every interaction
Feedback Welcome: After resolving your issue, we’ll send a brief survey. Your feedback helps us improve our support quality and identify areas for enhancement.
Escalation Process
If you’re not satisfied with the initial support response:
- Request Escalation: Ask to speak with a supervisor
- Management Review: Issues escalated to department managers
- Executive Review: Complex issues may reach executive team
- Resolution Guarantee: We commit to resolving all legitimate concerns
Regional Support Centers
- North America: Primary support center in Toronto, Canada
- Time Zones: Support available across all North American time zones
- Languages: English and French support staff
- Local Partners: Regional technical support partnerships
Training and Resources
We offer additional support resources:
- Webinar Training: Monthly training sessions for law enforcement
- Implementation Support: Dedicated support for large agencies
- Best Practices Guides: Detailed documentation for optimal usage
- API Documentation: Technical resources for developers