Best practices for contacting Support.
- Please email support@grasptech.com vs. sending to an individual. We have a team that monitors emails during normal business hours and this is the quickest way to get placed in our queue.
- It’s best to email vs. calling as items can be directed to the proper department more quickly and screenshots can be included if needed.
- Our goal is to respond to your initial email within 2 hours with a case number. We’re pretty quick on the reply, but please allow 24-48 business hours for a resolution or a plan for resolution of your case. Our standard Support hours are Monday-Friday, 8am-8pm (ET), excluding holidays.
- In your email provide the Grasp product you’re needing help with as well as login/user name, issue/question, report name and # and screenshots if applicable. The more details you can provide, the better!
GraspPAY:
If assistance is needed for GraspPAY, please include the following in the email to support@grasptech.com:
- Traveler Name and the company they are with
- The GDS PNR locator code and hotel confirmation number
- Hotel check-in date
- Specific question or concern