Contact Billtrust Customer Support

Can't find the answer you're looking for? Get help fast, in the channel you prefer.

Create a Support case

Select the chat bubble in the lower right corner of your screen to engage Trusty, our AI-powered virtual assistant, no login required. If Trusty can’t fully resolve your issue, it will automatically create a support case with the details you’ve provided — no need to retype anything.

When opening a case, be sure to choose the correct severity level:

  • Severity 1 indicates a critical production issue such as data integrity errors or a system outage for which no workaround exists. Severity-1 cases have a 24/7 one-hour initial response SLA.
  • Severity 2 indicates major functionality impacts or persistent performance degradation for which no workaround exists. This category also includes time-sensitive requests related to data processing and tenant implementation.
  • Severity 3 indicates routine technical issues such as bugs that affect only a few users. Workarounds may exist.

Call us

To speak directly with a support specialist, call (855) 950‑2525 between 8 a.m. and 8 p.m. ET on business days.

Manage cases in the Support portal

Shows the landing page of the Support portal which is divided into six kinds of self-service support, each of which is described below.

The Support portal centralizes our customer service functions, putting them in one convenient place. Here authenticated users can access the following self-service resources:

Help Center
Your source for how-to documentation. Find step-by-step instructions, FAQs, and best practices for every product in the Billtrust ecosystem. You can access the Help Center any time, no login required, at help.billtrust.com
My Cases
View, manage, or escalate your open cases. Learn more about managing support cases
Contact Support
Select this tile to launch our virtual assistant. If the assistant can't solve your issue, it will create a support case using the information you entered. Tips for chatting with our assistant:

  • Use conversational language and short, focused prompts.

  • Include relevant details and keywords such as feature names or error codes.

  • Ask one question at a time.

Billtrust Education
Deepen your product knowledge with instructor-led sessions and self-paced training courses. Don't have an account with Billtrust Education? Send an email to customeredu@billtrust.com. Include your name, company, and any products related to your inquiry. 
Release Notes
Find the latest information about improvements, bug fixes, and important new features.
Billtrust Status Page
Visit statuspage.billtrust.com to monitor system disruptions, review incident history, and receive updates via email, Slack, or webhook. Receive notifications on a product-by-product basis and unsubscribe at any time.
Shows the Services dropdown on the status page; use this to select the Billtrust products you want to receive updates about