Contact Us Massive Support

How to Reach Us Without the Wait

Honestly, getting support shouldn’t feel like a chore. We built Massive to be user-friendly not just in job matching and interview automation, but also in how you can reach us. Whether it’s a quick question or a complex integration issue, we’ve got channels tailored to your needs.

From what we hear, people usually want to contact us for three main reasons: technical help, account or billing questions, and feature requests. And we try to handle all of these efficiently with clear paths.

Keep in mind, our phone support is available during business hours (9 AM to 6 PM EST), but if you’re looking for the fastest way to get help, the live chat inside your dashboard is usually the way to go.

The Best Way to Contact Us

Before you pick a method, consider what you need help with. For quick answers or minor glitches, live chat is usually fastest. If your issue requires sharing files, logs, or detailed explanations, the ticket system is more reliable. And if it’s an emergency affecting your entire hiring workflow, phone support is your go-to.

We route questions intelligently, so mentioning specific terms like “API integration” or “interview flow errors” helps direct your issue to the right support team. This way, you won’t get stuck explaining the same thing multiple times.

• Submit tickets for complex or technical problems
• Use live chat for common questions and account issues
• Call phone support for critical downtime or urgent matters

What to Include When You Contact Us

From our experience, the faster we get the right info, the faster we can fix your problem. When you contact support, try to include these details:

1. Your account type (employer, candidate, or integration partner)
2. Exact error messages or problem description
3. Browser and operating system details
4. The time the problem happened
5. Steps you’ve already tried to fix it

For example, instead of saying “the AI matching isn’t working,” it helps a lot if you say “candidates with Java skills don’t appear in results for the backend developer job posted on March 1st.” It’s these specifics that help us jump straight to the root cause.

Support Levels Tailored to Your Needs

We understand every user’s needs differ, especially between individual job seekers, small HR teams, and enterprise-level recruiting departments. That’s why our support offerings vary by plan level. Here’s a quick snapshot:

Enterprise customers also get quarterly reviews with our team to optimize your use of AI job matching and interview automation — something we’ve found really helps cut down time-to-hire by up to 30%.

How to Use Our Ticket System Effectively

Our ticketing platform is designed to be straightforward. When you submit a ticket, you’ll get an immediate confirmation with a ticket number so you can track progress. Here’s a quick rundown of the process:

• Log in to your account and navigate to the support section
• Choose the category that best fits your issue (technical, account, billing, etc.)
• Fill in the form with detailed info, attaching screenshots or logs if you can
• Submit and wait for our team to respond, usually within 4-6 hours

If it’s urgent, mark the ticket as such, but please use this sparingly—overuse makes it harder to prioritize true emergencies.

Integration Support and Developer Resources

When it comes to hooking up Massive with your existing HR tools, our technical team is ready to help. We support OAuth authentication, webhook setup, and data mapping to make sure your ATS or HRIS systems talk smoothly with our AI.

We also provide developer docs with sample code in popular languages like Python, JavaScript, and Java. Plus, Postman collections are available to test API endpoints before full deployment.

If you’re building a custom integration, just reach out via ticket or chat and our tech leads can review your approach to avoid pitfalls early.

Self-Service Options to Save You Time

Before reaching out, you might want to check our knowledge base, which covers common questions and troubleshooting tips. It’s regularly updated based on what users ask most often.

We also offer video tutorials and webinars that cover everything from getting started to advanced AI tuning and integration tips. These resources are accessible in your account dashboard and can really speed up your onboarding or problem-solving.

• Getting Started with Massive
• Custom Interview Flow Setup
• API Integration Best Practices
• Optimization Techniques for Job Matching

Billing, Account Management, and Legal Support

Billing questions, subscription changes, and user access issues have their own dedicated support queue, which means faster resolution for those administrative tasks.

For contract details or compliance questions—especially around AI hiring laws and EEOC regulations—our legal experts can assist, particularly for enterprise customers with specialized needs.

Emergency Support and Escalation Process

We know how critical hiring can be, so if your entire recruitment workflow is down, you can escalate the issue. Just mark your ticket as urgent and include details about the impact. Our senior staff will jump on it quickly.

That said, please use this only for real emergencies. For instance, one candidate struggling with an interview link isn’t an emergency, but if no interviews load at all, that definitely is.

Emergency contact details are accessible in your dashboard under support once you’re logged in.