How do I contact Horizon?

We have real humans based in Rochester, NY, USA available to assist you with operating our system.  The best method to contact us is utilizing our Live Chat option in the lower right hand corner of the website.  This is the fastest way to reach a real person that can help you with your issue.  You do not need to be logged in to use Live Chat.

Hours of Operation

Technical support services are available Monday to Friday from 9:00am to 5:00pm Eastern Time (America/New_York).  Our offices are based in New York State, USA and our hours follow the United States Eastern Timezone (EST or EDT) which is either UTC -05:00 or UTC -04:00 during Daylight Saving Time.  Office holidays and exceptions are listed at the bottom of this support article page.

Contact Options

  1. Live Chat
    Fastest way to reach us. Login is not required.  We can interact with you in real time, send you screenshots, receive screenshots or files from you, highlight items on your screen.  It's a super efficient and the best way for us to help you use the system.  Live Chat is available in the bottom right corner of our website on a first-come-first-served basis.  It is available no matter whether you are logged in or not.  You will need to make sure you have any ad-blocker browser extensions or other content-blocking browser extensions disabled to ensure our Live Chat content is not blocked by your web browser.


    Live Chat on Mobile Apps 

    If you're using our free mobile apps for Android, iPhone or iPad you will need to login in order to access Live Chat.  If you're having trouble logging in and want to Live Chat from you mobile device, you'll need to use the mobile-web version of our system by opening your mobile device's web browser (like Google Chrome or Safari) and navigate to www.horizonwebref.com.  From there you can access Live Chat without needing to login.  Alternatively, you can use a regular desktop/laptop device and access Live Chat without logging in from our regular website at www.horizonwebref.com


  2. Email Support

    This is the best after-hours support method.  After many of our engineers have gone home for the day or for the weekend, we still have a team of agents that operate our email support.  We can send you screenshots and receive screenshots or files from you. It's a very efficient way for us to interact after-hours.  You can also use this support method if you don't want to wait for an available Live Chat agent during busy Live Chat times.

  3. Support Portal
    This method is the same as our Email Support.  It just provides you a convenient online way to submit an email support request without actually sending an email by visiting http://horizonwebref.com/support

Can I call you for support?

Unfortunately, we do not offer phone support services.  Using software is a visual process.  We frequently need to send you screenshots, links to resources, pictures or interact with you electronically while you're using the system to find out what is happening on your device and/or provide you guidance. We also need to perform electronic identity verifications when accessing your account details.  We simply can't do all those things over the phone.  If you need real time assistance, Live Chat is the way to go so we can follow along with you and walk you through any operation you're seeking to perform.

Observed Holidays

Our technical support team is based in the United States and observes the following holidays in which general technical support services are not available.  During holiday times, our team continues to monitor system performance and operations for emergency conditions or outages, but responses to general support inquiries from users are not typically issued during our observed holidays:
  • New Year's Day (January 1)
  • Birthday of Martin Luther King, Jr. (Third Monday in January)
  • Washington's Birthday (Third Monday in February)
  • Good Friday (Friday before Easter)
  • Memorial Day (Last Monday in May)
  • Independence Day (July 4 or the Friday/Monday before/after if on a weekend)
  • Labor Day (First Monday in September)
  • Columbus Day (Second Monday in October)
  • Veterans Day (November 11)
  • Thanksgiving Day (Fourth Thursday in November)
  • Black Friday (Friday after Thanksgiving Day)
  • Christmas Eve (December 24)
  • Christmas Day (December 25)
  • New Year's Eve (December 31)

Annual Company Summit

Each year, our company gathers with our team to coordinate and evaluate our practices for the year.  We do this at the beginning of the summer each year for a period of two weeks.  Typically around June 25 through July, 10.  During this time, Live Chat support is unavailable.  Email support is still available, but longer response times can occur during this period.  This is scheduled during our least busy season to minimize impacts on our users and ultimately helps us to provide better service in the long run.   During our company summit, our team still continues to monitor system performance and operations for emergency conditions or outages.

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