Get Support
Frequently Asked Questions
Can I request a feature be added to the platform?
Yes. For more details, talk to your Customer Success Manager or contact sales.
Is there a support number we can call? Is this service available for all account tiers?
Diamond and Platinum customers can call the 24/7 Premium Support Hotline for any technical issues, escalations, site, billing, or overages queries. You can find the phone number in the Support tab of your workspace. Note that this is strictly for filing a ticket, and you will not reach a support engineer by using this method.
Is there 24/7 support for emergencies like incidents or outages? Is this service available for all account tiers?
Diamond and Platinum customers can open an emergency ticket for business-critical issues. Pantheon escalates emergency tickets to our support engineers, even during off-hours. To ensure effective triage, please open the emergency ticket from the workspace of the affected site.
What if I can't login to the Pantheon Dashboard?
If you are unable to log in, try resetting your password.
How can I review my chat threads?
Access support history for chats in the Workspace or Site Dashboards by selecting Support > Launch Chat.
Can I start a chat session via email?
No. Initiate chats via the Pantheon User or Site Dashboards.
Can I respond to an existing chat message via email?
Yes. Reply directly to the email thread to continue an existing chat session and update the chat history on the Dashboard.
Who do I talk to about billing questions?
The best way to get help with your billing questions is to contact our support team via chat or through a ticket.
Am I talking to a real person or an AI?
Initially, You chat with our AI-powered support assistant. It can instantly answer most questions and help troubleshoot basic issues. If it can't solve your issue, you can request a human agent at any time.
What can the AI assistant actually help with?
Our assistant can answer questions about Pantheon and basic CMS questions— often faster than waiting for a human agent. For more complex or sensitive issues, it will connect you with our support team.
How do I reach a human agent?
Just ask — type "talk to a person" or "human agent" anytime. Depending on your membership tier, we'll either connect you to a live agent right away (Diamond & Platinum) or open a support ticket so our team can follow up with you directly (Silver & Gold).
Is my personal information safe when I use the chatbot?
Yes. Conversations are handled securely and only used to help resolve your request. Our bot lives on its own server and none of your information is retained or used to train anything outside of Pantheon’s support bot.
What if the AI gives me an unhelpful or incorrect answer?
You can flag any response as unhelpful directly in the chat (thumbs down / "report issue"), and it'll be reviewed by our team. You can also request a human agent to pick up from there.
