Contact Us Sonara Support

Why You Might Want to Contact Us

Honestly, when you’re juggling job applications and interviews, running into a snag can feel like a huge roadblock. We get questions all the time about technical glitches, billing, or how to get the most from our AI-powered matching and interview tools. Knowing why you’re reaching out can help you get faster support.

Most folks contact us for:

• Technical support issues: Login troubles, resume uploads, or AI matching acting up.
• Billing and subscription questions: Clarifying plans, payments, and features like our auto-apply.
• Job matching concerns: Tweaking search parameters or improving match relevance.

How You Can Reach Our Team

We’ve set up several ways to get your questions answered, depending on what you need and how quickly you want it.

In-Platform Support Chat

This is usually your quickest bet. Once logged in, a chat bubble sits right at the bottom corner of your dashboard. Just click and start typing. Our team can see your account context while chatting, which helps speed things up. Chat hours are 9 AM to 6 PM EST, Monday through Friday.

Email Support System

If your issue needs more detail or screenshots, email us at [email protected]. We aim to reply within 24 hours on weekdays. The best way to get help fast via email is to include your account email, a clear problem description, any error messages, and what you’ve tried so far.

Phone Support for Premium Users

Paid subscribers can also call us during business hours. You’ll find the number in your account dashboard under “Contact Support.” This channel is great if you want to talk through setup or strategy questions directly.

Step-by-Step: Getting the Help You Need

Whether it’s a quick fix or a complex question, here’s what to expect from each contact method on our platform.

Using the In-Platform Chat for Fast Help

1. Log into your Sonara account at sonara.ai
2. Go to your main dashboard
3. Find the chat bubble in the bottom right corner
4. Click it to open the chat window
5. Type your question clearly and specifically
6. Hit Enter and wait for a response (usually minutes during business hours)

Contacting via Email for Detailed Issues

1. Open your email client
2. Send your message to [email protected]
3. Use a clear subject line like “Resume Upload Problem” or “Billing Question”
4. Include account email, problem details, error messages, and screenshots
5. Send and expect a reply within 24 hours

Phone Support for Premium Subscribers

1. Log into your Sonara account
2. Navigate to Settings > Contact Support
3. Find the phone number listed
4. Call during business hours (9 AM – 6 PM EST, Mon-Fri)
5. Have your account info ready to speed things up

What Happens When You Contact Us?

From our experience, users want to know how their issues get handled behind the scenes. So, here’s a quick look at our process once you reach out.

Our support team categorizes requests by type and urgency, making sure you get the right expert fast. We use automation to prioritize critical issues, and our reps always have access to your account history (with permission) for context.

Common Scenarios When You’ll Contact Us

Here’s what users tell us they often need help with—and what we typically do to get things back on track:

• Resume and profile upload problems: We check your upload and help fix formatting or parsing issues so the AI reads your data correctly.
• Job matching isn’t relevant: We help adjust your search filters and AI preferences to surface better matches.
• Questions about auto-apply: We explain how your profile info is used and how to track sent applications.

Optimizing Your Profile for Better Matches

One thing users don’t always realize is that a complete and accurate profile makes a huge difference. If the AI isn’t showing you the right jobs, it’s often because some key details are missing.

Handling Billing and Subscription Concerns

Billing questions are common, and we recommend checking your bank for declined payments before contacting us. If the issue isn’t on your end, we’ll help clarify and fix it.

How Long Will It Take to Hear Back?

We know waiting is frustrating, so here’s what to expect from our team:

• During business hours (9 AM – 6 PM EST, Mon-Fri): Chat replies usually come within 10-15 minutes. Emails get responses within 4-6 hours. Phone support is immediate for premium users.
• Outside business hours: Chat messages queue for the next business day, emails get reviewed first thing in the morning, and phone lines are closed, but you can leave a voicemail.
• Weekends: Limited coverage except for urgent technical issues like platform outages.

What to Prepare Before Contacting Us

To get the most out of your support request, having the right info ready really helps. It speeds up diagnosis and gets you answers faster.

Here’s a quick checklist of what to include in your message or chat:

• Your account email address
• Clear description of the problem or question
• Steps you took before the issue happened
• Exact error messages or screenshots if possible

And just so you know—never share your password or credit card details over email or chat. We’ll never ask for those.

Next Steps and Escalation

If you feel like your issue isn’t resolved after the first contact, don’t hesitate to ask for escalation. We have supervisors and specialized teams ready to dive deeper into billing disputes, technical bugs, or advanced feature setups.

Just mention “Escalation Request” when you reply, and we’ll prioritize your case. Transparency is key, so we keep track of all conversations to avoid repeating yourself.