Use the Support section of the Pendo Resource Center to create a new request or view all of your existing requests, regardless of the ticket status.
Who can contact technical support
Direct access to our support team requires a paid subscription to Pendo. If you're on your free plan, you can chat with the Pendo Support Bot for help, but you can't create support tickets and are encouraged to engage with us and other Pendo users through our Community instead.
If you need support with Credly, contact productledcertified@pendo.io instead of technical support. If you've taken a Pendo x Mind the Product course and haven't received your certification through email within one business day, try going to Credly's website (http://info.credly.com), sign in or sign up to Credly using the same email address that you used for your certification course, and accept the badge directly from your Credly account.
Open technical support from the Resource Center
To contact technical support or review your existing tickets, sign in to Pendo and select the Pendo badge in the bottom-right corner of your screen. This opens the Pendo Resource Center. Select Support and choose from the following options under Technical support:
- Get help. Select this option if you want to contact technical support with a new question or about a new issue you're experiencing. This is the only option available for free subscriptions.
- View Pendo's status page. Select this option to view information about maintenance and known issues that we're already working on, such as product downtime or operational issues. You can also subscribe to this page to receive updates.
Submit a new ticket
Select Get help to open a chat with the Pendo Support Bot. Here, you can provide the details of your issue or question, get real-time help, and escalate to a support engineer if needed (if you're on a paid plan).
Submit an urgent or high-priority issue
For issues that need addressing as soon as possible, use our priority levels to tell our support team that the issue is urgent or high-priority, why it's urgent or high-priority, and what it's impacting.
For urgent issues, customers should dedicate resources to work with technical support on an ongoing basis. For high-priority issues, customers might need to dedicate resources to work with technical support on an ongoing basis.
Without an available customer contact, or if we can provide a temporary solution, the priority of the case will be re-evaluated.
Priority levels
| Classification | Description |
|---|---|
| Urgent |
An issue that renders any Pendo product completely non-functional for all users of your application with no reasonable workaround. |
| High |
An issue that significantly impairs substantial features of a Pendo product for a high number of users with no reasonable workaround. |
| Normal |
An issue that impairs a feature of a Pendo product for one or more users. There might be a reasonable workaround available, but it's not scalable. |
Grant access to technical support
You can grant automatic approval for support agents to access your subscription. This saves time by removing the asynchronous back-and-forth that'd otherwise be required between you and support to grant them access before they can investigate a problem.
Admins can grant support access to their subscription under Settings > Subscription settings > Support access. Enabling this option creates a new user role in your subscription that identifies support users, allowing them to investigate issues in your subscription.
The setting turns off automatically on the date that you specify. The maximum access duration is 90 days. Admin users can reset the duration and turn off access at any time.
View existing open and closed tickets
To view tickets submitted before May 12, 2025, select View existing tickets in the Support module.
To view tickets submitted before or after May 12, 2025, select Get help to open the Pendo Support Bot, then select the back arrow in the top-left corner of the window to access your previous conversations.
Frequently asked questions
I can't sign in. How do I get help?
If you're on a paid plan and are unable to sign in to Pendo, you can use our request form to open up a ticket for us to review.
I'm a Pendo Free customer. How do I get help?
If you're on our free plan, you can get help from the Pendo Support Bot and other self-service options through our Community resources.