VRPlatform Support Hours
Audience: All VRPlatform and VRTrust users who need to reach the support team.
VRPlatform's customer support team is available to help you through Intercom chat. Here's everything you need to know about when and how to reach us.
Regular Support Hours
Our support team is available:
Days: Monday through Friday
Hours: 7:00 AM – 6:00 PM Eastern Time (ET)
Excluding: U.S. federal holidays (see list below)
Support is conducted entirely through Intercom (the chat widget in the bottom-right corner of the app, or via email at your registered address). We do not offer phone or video call support.
What to Expect
When you send a message during business hours, you'll typically receive a response within a few hours. 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.
Messages sent outside of business hours will be addressed the next business day.
U.S. Federal Holidays (Support Closed)
Our support team observes the following federal holidays:
New Year's Day — January 1
Martin Luther King Jr. Day — Third Monday in January
Presidents' Day — Third Monday in February
Memorial Day — Last Monday in May
Juneteenth National Independence Day — June 19
Independence Day — July 4
Labor Day — First Monday in September
Columbus Day — Second Monday in October
Veterans Day — November 11
Thanksgiving Day — Fourth Thursday in November
Christmas Day — December 25
When a federal holiday falls on a weekend, the observed date may shift to the nearest weekday.
How to Contact Support
In-app chat: Click the chat icon in the bottom-right corner of VRPlatform or VRTrust.
Email: Reply to any support email you've received from us.
For the fastest response, include as much detail as possible — the listing or reservation reference, what you expected to see, and what you actually saw.