# Contact support

When self-help isn't enough, here are ways to reach us.

## For debtors

| Channel                                        | Best for                                   | Response time              |
| ---------------------------------------------- | ------------------------------------------ | -------------------------- |
| Portal messaging                               | Anything account-specific                  | Same business day          |
| Email — `support@moderncollections.io`         | General questions, complaints              | 1 business day             |
| Phone — (TODO: phone number)                   | Urgent payment or login issues             | Same call (business hours) |
| Compliance — `compliance@moderncollections.io` | Rights, disputes, complaints, regulatory   | 2 business days            |
| Mail — TODO: address                           | Written cease-and-desist, formal complaint | 5 business days            |

## For creditor partners

| Channel                                        | Best for                             | Response time              |
| ---------------------------------------------- | ------------------------------------ | -------------------------- |
| Dashboard help button                          | Quick questions                      | Same business day          |
| Email — `partners@moderncollections.io`        | Account, integration, billing        | 1 business day             |
| Your customer success contact                  | Strategic, technical, pilot-specific | Same business day          |
| Compliance — `compliance@moderncollections.io` | Anything compliance-related          | 2 business days            |
| Phone (premium support)                        | Urgent operational issues            | Same call (business hours) |

## Hours

Our support hours: **Monday through Friday, 9 am to 6 pm Eastern**, excluding US federal holidays.

Outside hours:

* Compliance and emergency contacts have a 24-hour SLA.
* The portal and dashboard work 24/7.
* Voicemail and email are monitored; we respond on the next business day.

## What to include in your message

To get the fastest response, include:

* Your account number or placement ID (if you have one).
* Your name and the best email or phone to reach you.
* A clear description of the problem.
* What you've already tried.
* Screenshots if relevant.

## For urgent situations

| Situation                                                     | Channel                                          |
| ------------------------------------------------------------- | ------------------------------------------------ |
| You believe a payment was charged in error                    | Phone or email immediately                       |
| You can't access your account and have a time-sensitive issue | Phone                                            |
| You believe your rights were violated                         | `compliance@moderncollections.io`                |
| You received contact you believe is fraudulent (not from us)  | `compliance@moderncollections.io`                |
| You filed bankruptcy (creditor)                               | `compliance@moderncollections.io` with case info |

## For formal complaints

If you'd like to file a formal complaint, send it to `compliance@moderncollections.io` with:

* Your name and contact information.
* The placement ID or account number.
* A description of what happened.
* The outcome you're seeking.

We respond to formal complaints within 5 business days.

## For external escalation

You can also contact regulators directly:

* **Consumer Financial Protection Bureau (CFPB)** — `consumerfinance.gov/complaint/`
* **Federal Trade Commission (FTC)** — `reportfraud.ftc.gov`
* **Your state attorney general** — search for "\[your state] consumer protection"

If you file with a regulator, you may also notify us — we'll cooperate with any investigation.

## Languages

We currently support English. Spanish-language support is planned but not yet available.

If you need a translator or someone to help you communicate:

* A family member, lawyer, or other authorized representative can communicate on your behalf — see [Logging in](/for-debtors/debtor-portal/logging-in.md) for adding an authorized contact.
* Many state and local consumer protection offices offer free language assistance.

## TODO

* Phone number to be added once support line is provisioned.
* Mailing address.
* Spanish-language contact form once it ships.

***

Last reviewed: 2026-05-24 by Support Lead.


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