Support & Resources
Valley offers multiple support channels. Here's how to find the right one.
In-App Chat (Pylon)
Quick, direct support through the chat widget in the bottom right corner of Valley.
Click the chat icon in the bottom right
Type your question and send
Support responds within 5-30 minutes during business hours
Best for: quick feature questions, bug reports, account issues, general troubleshooting.
Support is available Monday-Friday, 9 AM-6 PM ET. After-hours messages get a response the next business day.
Email Support
For complex issues that need detailed investigation:
Email: [email protected]
Include your workspace name and a screenshot of the issue
Explain what you expected vs. what happened
Best for: detailed issues requiring investigation, feature requests, account changes, complex campaign troubleshooting.
Response time: within 24 business hours. For urgent issues, use in-app chat first.
Account Manager
For managed service customers ($1,000+/month per seat):
A dedicated account manager is assigned to your workspace
Direct email access for personalized strategy
Response typically within a few hours
Best for: personalized campaign strategy, custom setup help, scaling advice, enterprise-level support.
If you think you qualify but don't have an account manager, email [email protected] to inquire.
If you have more than 1 seat and want to book an onboarding session with our Product Activation Specialist, use this link-
https://calendar.app.google/NtfBNsYxSsM4qRJx8
When to Escalate
Low or zero replies after significant volume: Request an Activation session. Share your recent message samples and get strategy help before running more campaigns.
Persistent LinkedIn disconnection: Email [email protected] with your LinkedIn account email and when the disconnection started. Try Refresh Extension and Reset Extension first (see Fixing LinkedIn Disconnection guide).
Billing questions: Email [email protected] with specific transaction details.
Feature requests: Submit via in-app chat or email with "Feature Request:" in the subject line. Include context on why you need it.
Quick Reference
In-app Chat (Pylon): Quick questions, bugs, account issues - 5-30 min response
Email: [email protected] - Detailed issues, feature requests - 24 hr response
Account Manager: Managed service customers - Personalized strategy