Looking for help with VRTrust? Here's how to get the answers you need as quickly as possible.
Start in the in-app chat assistant
When you need help, open the chat assistant from inside the product. It can resolve most issues on the spot using our knowledge base. If it cannot, it will collect what the team needs and log a support ticket for you in the same conversation.
We do not have live phone or chat agents
To keep the team focused on resolving issues end-to-end rather than juggling real-time chats, support runs entirely on tickets. There is no phone line, and no live chat queue. The chat assistant is the front door for everything.
Our response window
A teammate replies to tickets in the same conversation, typically within a few business hours.
Support hours: Monday through Friday, 8:00 AM to 6:00 PM US Eastern Time. Tickets logged outside those hours queue up for the next business morning.
Meet VRSidekick
Our AI support assistant, VRSidekick, is available 24/7 to investigate your account data and help with common questions — it will try to resolve your issue right away and escalate to a human teammate when needed.
How to help us help you faster
The chat assistant will ask for context it needs before logging a ticket. The more specific you can be — the exact screen you are on, the value you saw versus what you expected, a screenshot or short screen recording — the faster the team can resolve it. If you have any of those handy, drop them into the same conversation and they will be attached to the ticket.
Need ongoing accounting help? Connect with an accounting partner
Our support team helps you use VRTrust: how features work, troubleshooting, and anything that looks like a product issue. For hands-on accounting work, many property managers also work with an Accounting Partner, an accounting firm or bookkeeper that specializes in short-term rentals and has experience with VRTrust.
Partners can help with everything from initial setup and configuration to ongoing monthly trust accounting, reconciliations, and owner statement workflows.
How to find a partner
Browse our Accounting Partner Marketplace to find accountants who specialize in the short-term rental industry and have experience using our platform. Click the Contact link to reach them through their website.