Skip to content
Contact us
  • There are no suggestions because the search field is empty.

How do I get in touch with Playbook365?

Overview

Playbook365 offers multiple ways to get help. The fastest option is the live chat available on every backend admin page. For inquiries that require a specific team, Playbook365 also maintains dedicated email addresses, each routed to a different internal department.

Using the correct contact method ensures your request reaches the right specialists and is resolved as quickly as possible.

This article describes each contact option, what it is used for, and when to use it.

Where to Find This

  • Live Chat: Available on every backend admin page in Playbook365.
  • Email Contacts: Used outside of the Playbook365 platform from your preferred email client. These are also referenced throughout the Playbook365 Help Center and in automated system emails.

Step-by-Step Instructions

To use Live Chat:

  1. Log in to your Playbook365 admin account.
  2. Locate the chat icon in the lower-left corner of any backend admin page.
  3. Click the icon to open the chat window.
  4. Enter your message and send.
  5. A Playbook365 team member will respond directly in the chat.

To use Email Support:

  1. Identify the category of your question (support, billing, housing, sales, or referrals).
  2. Locate the corresponding email address in the Field Reference below.
  3. Compose your email from the address associated with your Playbook365 account.
  4. Include your organization name, event name (if applicable), and a clear description of the issue.
  5. Send the email to the single most relevant address — avoid CC'ing multiple departments.

Field Reference

Live Chat (Recommended for Fastest Response)

The live chat is available on every backend admin page in Playbook365. Look for the chat icon in the lower-left corner of any admin page.

Use live chat for:

  • Quick questions that need a fast answer
  • Real-time troubleshooting while you are working in the platform
  • Clarification on a feature or workflow you are actively using
  • Inline editing requests (such as enabling inline season editing)
  • Help locating a setting or page

Live chat is the recommended starting point for most platform questions because it offers the fastest response and lets the support team see your context within the system.

Playbook Support — [[email protected]](/cdn-cgi/l/email-protection#fd8e888d8d928f89bd8d919c849f929296cecbc8d39e9290)

Use this address for general platform support that does not require an immediate response. This is the correct contact for:

  • Technical issues or errors inside the platform
  • Login or account access problems
  • How-to questions about features such as scheduling, brackets, registration, or the Whiteboard
  • Bug reports
  • Help interpreting platform behavior

This is the default email contact if you are unsure which team to reach.

Billing — [[email protected]](/cdn-cgi/l/email-protection#14767d78787d7a73546478756d767b7b7f2722213a777b79)

Use this address for any financial questions related to your Playbook365 account. This is the correct contact for:

  • Invoice questions
  • Payment processing issues
  • Refund requests for Playbook365 services
  • Subscription or service charges
  • Transaction discrepancies
  • Receipts and billing records

This address is for billing between your organization and Playbook365 — not for customer or team payments collected through your events.

Staybook — [[email protected]](/cdn-cgi/l/email-protection#cab9beabb3a8a5a5a18abaa6abb3a8a5a5a1f9fcffe4a9a5a7)

Use this address for questions related to Staybook, Playbook365's integrated housing management platform. This is the correct contact for:

  • Hotel room block setup
  • Stay-to-Play configuration and policies
  • Integrated Housing connections between Playbook and Staybook
  • Team housing submissions and reservations
  • Housing partner integrations

For general event setup questions that do not involve housing, use Playbook Support instead.

Sales — [[email protected]](/cdn-cgi/l/email-protection#f48795989187b48498958d969b9b9fc7c2c1da979b99)

Use this address for new business and account expansion inquiries. This is the correct contact for:

  • New customer inquiries and demo requests
  • Pricing for new clients
  • Adding new modules or features to your existing account
  • Upgrading or changing your plan
  • Questions about Playbook365 products and services before purchase

Referrals — [[email protected]](/cdn-cgi/l/email-protection#0b796e6d6e79796a67784b7b676a7269646460383d3e25686466)

Use this address for the Playbook365 referral program. This is the correct contact for:

  • Referring another organization to Playbook365
  • Referral program questions and eligibility
  • Referral credits or rewards
  • Partnership inquiries related to the referral program

Best Practices

  • Use live chat as your first point of contact for fast questions or anything you need help with while working in the platform.
  • Use email for issues that require records, attachments, longer explanations, or coordination with a specific department.
  • Send each email inquiry to only one contact address. Emailing multiple teams about the same issue can slow response time.
  • Always include your organization name and event name (if applicable) in emails.
  • Provide screenshots when reporting platform issues.
  • Use the email address associated with your Playbook365 account so the team can locate your records quickly.
  • If you are unsure which email address to use, send the message to [email protected] or use live chat — the team will route your request.

Common Issues

What is the fastest way to get help? Use the live chat in the lower-left corner of any backend admin page. This is the quickest way to reach a Playbook365 team member.

I don't see the live chat icon. Where is it? Live chat is only available on backend admin pages, not on public-facing event pages. Make sure you are logged in to your admin account and viewing an admin page. The chat icon appears in the lower-left corner.

Which email should I use for a question about a team's payment? Team and customer payments collected through your event are handled by your organization, not Playbook365 billing. Use [email protected] or live chat for platform-related payment questions. Use [email protected] only for charges between your organization and Playbook365.

I emailed multiple addresses and haven't heard back. Sending the same inquiry to multiple departments can cause routing delays. Send to only one address and allow time for a response, or use live chat for an immediate reply.

Who do I contact for hotel and housing questions? Use [email protected] for all housing and Stay-to-Play questions, even if your housing partner is not currently integrated with Staybook.

Who do I contact about adding a new feature or module to my account? Use [email protected]. Sales handles all account upgrades and new feature additions.

Who do I contact for a refund? For refunds related to your Playbook365 account or services, contact [email protected]. For refunds to teams or customers registered in your events, refer to the How do I Refund a Customer? article.