Get help from our Technical Support and Client Success Team
If you couldn't find an answer in our Knowledge Base or would like to report an issue or request a new feature, please contact us via one of the options below. Our Client Success Team will evaluate the request and get back to you as soon as possible.
- Support Centre is available to all our clients 24/7. This is the most reliable and recommended channel of communication. Please submit your request by using a "File a Support Ticket" form, or via a chat bot. It is easy for you to use and easy for us to follow up on and make sure it is not overlooked:
Please state "URGENT" in the title if you are submitting a ticket that requires immediate resolution - i.e. site is down, payments are not going through, etc.
Feel free to use that form to suggest a new feature or product improvement, or share your feedback. We are always happy to hear from you.
Reach us for any other questions here.
- Email support is also available to all subscribers 24/7 at support@rentrax.com. We are committed to respond within one business day for non-urgent inquiries.
Please avoid sending your requests to our agents' personal email addresses. We are a team and we want to make sure you get the quickest help. Emails sent to personal addresses will be treated as low priority. - Phone support for non-emergency questions or requests is available to our clients with Standard and PRO plans during our business hours 9 am-6 pm Monday through Friday Pacific Time.
- Phone support for urgent issues is available to all our clients 24/7.
What is covered in our standard support services?
- Onboarding: our Onboarding specialist will sit with you and discuss all the unique requirements your rental business has. We will help you transfer your category structure and inventory to your new Rentrax portal, create all the price templates and configure your instance.
- Training: Our training is based on Train a Trainee Concept. We will assign experienced Customer Success agents to train your superusers (1-3) to make sure they know the ups and downs of the software and how to make the most out of your new Rentrax portal. And those superusers can train your other employees as much as they need to know.
- Providing a code snippet for iframe integration of your Rental page into your business site. Please note that you still might require the help of your webmaster who is managing your business website; making any changes to your website is out of the scope of Rentrax support and will be considered Customized Professional Service.
- Product issues and defects. Please report issues via the ticket submission form. Our support and developers teams will investigate and keep you posted on progress and resolution; if an immediate resolution is not available for any reason, our support team will help to find a workaround.
- Continued development of new features and improvements, and bug fixes. We are publishing new versions almost every week, whether it is a bug fix, a small modification to the existing feature, or a whole new feature. We love hearing from businesses like yours and very often use your suggestions to improve our software and your experience.
- Mobile application support and continuous improvements; defect tracking and fixing.
- Help with features and settings. We are happy to help you find the right article in our Knowledge base, or answer any question regarding the features and setting you have in your Rentrax software. Though our standard support does not cover making any configuration changes after the Onboarding is finished. For example, if you have new equipment you'd like to add to your rental fleet, or if you'd like to change your prices - we would be happy to show you how to do that and answer any question if something is not clear; though our support team is not allowed to make these changes for you.
Please let us know if you'd like to request additional training or a demo session.
- Third-party issues: business website issues, printer or other device issues, network issues, etc. Payment processor issues should also be addressed with your payment provider after it's been confirmed that the problem is not on our end.
- Operational requests: processing orders, taking orders from your clients, taking payments or making refunds. Our support team will be happy to guide you if there are any complications, but they are not allowed to do any financial operations on your behalf.
- Maintaining rental site content: drafting rental waivers, adding new products, changing email templates, managing inventory, and changing price templates. Our team works closely with you during onboarding to make sure everything is up to your liking. We are also happy to provide additional training and help you find the related tutorials in our Knowledge base.
- Customizations. If you love our software, but your business has some unique requirements that are not suitable for most of our other clients, we can consider making a customized feature just for you for an additional fee. Please contact our sales team at sales@rentrax.com to discuss your requirements and get an estimated time and cost.