You are using an outdated browser. For a faster, safer browsing experience, upgrade for free today.

Frequently Asked Questions

Our service has been online since August 2003. We are a profitable company and are constantly improving our system. Our servers are housed in reliable data centers in New York and Jacksonville with 99% uptime guarantee. Our system is designed to automatically transfer users' accounts in case of troubles in one of the data centers. This allows us to keep uptime up to 99%.

Our server-side software is written in Enterprise Java (J2EE). This allows us to achieve scalability and excellent reliability. Client side is standard Dynamic HTML and the JavaScript built into browsers by browser vendors. This allows us to avoid downloading of custom plug-ins and Java applets into visitor's browser.

No. At this time we offer this live help system only as a hosted solution running on our servers, as it requires a complex server-side infrastructure that needs to be maintained by our administrators. If you are a reseller of our service and expect large number of users, we can set up additional servers to handle the load.

To recover your account Control Panel password, click the Forgot your password? link on our home page https://www.providesupport.com below the login form. The password will be sent to the e-mail, specified in your Account Settings / Account Profile page. If you get the following message: 'Your password has not been sent because email address was not entered in your account' please contact our support chat to recover your password.

To recover your operator password, please click the Forgot your password? link on the Operator Login Form. The password will be sent to the e-mail specified in your operator profile.

If you get the following message: 'Your password has not been sent because email address was not entered in your account' please contact your account administrator to recover your password.

If you don't remember your Account Name or your Operator Login for password recovery, please contact your account administrator. This information can be retrieved by the account administrator within the Control Panel on our website, on the Operators and Departments page.

The live chat window can be fully translated into any language. You can choose the language for all Messenger buttons, hints, titles in your account Control Panel, Account Settings / Regional Settings page. If the required language is not listed on the Regional Settings page, please call to our live support chat.
You can also translate System Messages, Pre-chat Survey and Offline Form from the account Control Panel.
Native agent app is currently available in English, German, Chinese and Russian.
The account Control Panel is available in English, German, French, Spanish, Brazilian Portuguese, Japanese, Chinese and Russian.

Yes. You can access it on the Live Demo page. To access this page, you need to sign up for free trial account using the Sign Up box on the left of our Home page.

Absolutely. No advanced technical skills are required to work with our live chat software. You merely need to add a live chat button to your website pages and then access to your web server to upload (publish) the changes. If you need assistance, we can help.

You simply paste a short snippet of chat button HTML script into your web page source code and upload the updated page to your web server. When your client clicks on the live chat button, this code will load the chat window from our servers.

Our live support system is designed to work on any web-site, built on any technology. If your CMS allows adding HTML code and javascript to the web-site, there will be no problem with adding the chat feature to your web-site. If javascript is prohibited by your CMS you still could add the chat feature to your web-site by using special No-Script Code, but some features, such as visitor monitoring and chat invitations, will not be available.

1. Create an account in our system (see How do I sign up?)
2. Login to your account Control Panel using login and password defined by you during the registration.
3. Open My Account / Chat Button Codes page and choose a code version according to your needs. Graphics Chat Button Code is the most popular one.
4. Copy the live chat button code and paste it to your web-site source code. The chat button will appear on your page.

1. Download the operator console from the Downloads page and install it on your computer or use the web-based operator console available at https://op.providesupport.com
2. Login to the operator console using your Account name, Operator login and Operator password available in your account Control Panel, My Account / Operators and Departments page.

When you login to the operator console, the live chat button on your web-site will automatically switch to the Online state and you will be able to monitor your site and receive live chat calls from your visitors.

The system is hosted on our servers, there is no need to install anything on your web-server. Thus your web-server could be of any configuration. The stand-alone operator console should be installed on operators' computers. Hardware requirements for the stand-alone console are not strict as the application doesn't require much resource. Live chat window and Web-based Operator Console don't depend on hardware configuration, they work in a browser on Windows, Linux and MacOS operating systems.

The operator consoles (both the web-based and the downloadable versions) and the Live Chat Window works on Windows, Linux and Mac-OS, iOS and Android.
The stand-alone operator console supports any version of Windows starting from Windows 98 and MacOS starting from Mac-OS X 10.4. Native console installers are available for the following Linux platforms: Debian Etch, Ubuntu 7+, OpenSUSE 10+, Mandriva, Fedora, CentOS. For all other Linux platforms you can download *.tgz file for manual installation.
Mobile versions of operator console are avaiable for iOS and Android.
Web-based Operator Console and live chat window support most of browsers currently in use.

Yes, our system fully supports Mac-OS from both operator and visitor sides. For operators there is a stand-alone operator console application available for downloading at the Downloads page and the web-based console is available at https://op.providesupport.com. The stand-alone operator console can be used on any version of Mac-OS starting from MacOS X 10.4. The Live Chat Window is fully compatible with Mac-OS.

Yes, our system fully supports different versions of Linux from both operator and visitor sides. For operators there is a stand-alone operator console application available for downloading at the Downloads page and the web-based console is available at https://op.providesupport.com. Native stand-alone operator console installers are available for the following Linux platforms: Debian Etch, Ubuntu 7+, OpenSUSE 10+, Mandriva, Fedora. For all other Linux platforms you can download *.tgz file for manual installation. The Live Chat Window is fully compatible with Linux.

Yes. You can define fields that your customers fill-in after they click on the live chat button. You can add simple text fields for short texts such as email addresses; text areas for longer messages, such as customer problem descriptions; fields allowing your customers to select a specific department or operator; and country and state drop-down selectors if you need to know your customer's location. Additionally, you can create custom drop-down lists for your customers to choose needed details.

Only one language customization is possible per account. If you need to have different language customizations for your chat window, you would need to purchase separate accounts and choose one translation per account.

Yes. You can create canned responses inside your account administration area. You can define answers on the company level - accessible to all operators, on the department level - accessible to operators associated with particular department, and for each operator individually. You can also import the list of responses into your account from a CSV file. After you set up predefined answers, your operators will be able to choose them from a drop-down list in the operator console. Your operators may edit or customize these messages as necessary before they are sent to the visitor.

Yes. Type "open: www.some-address.com" (without quotes) in your operator console. This will open the page on your customer's computer in a separate browser window, unless your customer is using a popup blocker. This address will also be highlighted and clickable in the live chat message area. To save typing, you can create canned messages with "open:" and "goto:" commands for web addresses used frequently.

All basic HTML tags used for content formatting are allowed. The list of disallowed tags currently is the following: DOCTYPE, HTML, HEAD, BODY, TITLE, META, BASE, SCRIPT, NOSCRPT, LINK, FRAME, FRAMESET, IFRAME, XML, OBJECT, EMBED. It can be extended at any moment if we notice that some HTML tags are used in an inappropriate way.

The web-based console is accessible via browser, it doesn't require installation on operator's machine and can be easily used on any computer from any location.
The stand-alone console is an application, it requires installation.
The stand-alone console is more powerful than the web-based one, it supports more features and it is more convenient to use. The stand-alone console supports spell checker in several languages, file transfer, it can generate alerts on different events, it can sit in the system tray and raise only on certain events, there is also a geo location map included in the stand-alone console.

Yes, there are a number of shortcuts that can be used in the stand-alone Operator Console:

Ctrl+Shift+S Console status switch (Online/Away)
Ctrl+Shift+L Console log in/log out
Ctrl+O Open console Options window
Сtrl+P Open console Profile Manager window
Ctrl+F Open Find dialog (works when Visitors tab is opened)
Ctrl+R Open Canned Responses window
Ctrl+G Paste selected canned response (works when Canned Responses window is opened)
Ctrl+D Send selected canned response (works when Canned Responses window is opened)
Ctrl+E Toggling between chat tabs (works when at least 2 chat rooms are opened)
Ctrl+T Toggling between tabs in the Info Pane
Ctrl+Shift+A Accept incoming chat (you need to toggle to the chat room first and then accept it)
Ctrl+Shift+D Deny incoming chat (you need to toggle to the chat room first and then deny it). No Available Operators system message will be displayed for the visitor
Ctrl+Shift+X Close current chat room
Ctrl+S Open Send File window (works when at least one chat room is opened)

You can easily do this on the Account Settings / Images page. However, if you store the image on your server and generated the chat button code for custom images, you would need to update images on your server. While doing this ensure that your old links remain functional. Otherwise you would need to generate a new chat button code with your new links to images.

Yes. If you are using an email interface such as Microsoft Outlook that sends messages in HTML format, you would select the Source tab at the bottom of the message box and paste our auction HTML code into the source code of the message. When you select the Edit tab after inserting the code, you should see the live chat button. You can then drag and drop the button to the desired position. If you are sending text-based emails, use direct link to your chat window.

Yes. You could use a direct link to your messenger. You will find it in your account Control Panel on the My Account / Chat Button Codes / Direct Link to Your Chat Window. This link will allow you to chat with your clients but some popular features won't be available, such as visitor monitoring and pro-active chat invitations. To fully benefit from the system we usually recommend using our standard codes provided on the Chat Button Codes page.

Make sure you have spelled everything correctly. Note that the account name and operator login are not case sensitive, but the password is. Be sure you are not swapping the account name and operator login. If you forget your login information, contact us and we will send it to you.

Try logging into the web-based console. If you are successful, it is likely that anti-virus software, Internet security software, or a firewall is blocking the operator console from accessing the Internet. If you are also unable to log into the web-based console, try logging into your demo account from the Live Demo page. If this doesn't work, contact us for assistance.

There are no setup fees, no contract and no additional payments. There is only a monthly service fee that can be paid each month, every three months, every six months, or annually. Three-, six-, and twelve-month subscription packages include discounts of 22%, 33% and 45%, respectively. For example, if you choose one operator package, paid annually at $99 per year, you would save 45%, compared to one operator account paid monthly at $15 per month ($15 x 12 = $180 per year).

Yes. When you subscribe for our paid service our system sets up automatic recurring payments on your account. Your credit card and PayPal account will be charged automatically at the beginning of the next billing cycle, periodically each 1, 3, 6, or 12 months depending on the subscription package you selected. You can cancel your subscription at any time. There are no additional costs associated with the cancellation.

Yes. The subscription package defines only the total number of operator profiles within your account, not the locations they can monitor from. Operators can download and install the operator console, and log in from any number of places, and serve any number of web sites. Additionally, they can use mobile operator console apps to monitor their chats if they need to go away from their computers.

The billing cycle starts when you subscribe for one of our paid subscription packages. You can choose one, three, six month or annual billing period. Extended subscription gives you a significant discount, up to 45% for annual billing period.

You would need to cancel your current subscription and purchase a new one to upgrade/downgrade your account. All your account settings will be kept, the service won't be interrupted. Please login to your account Control Panel, go to Billing / Upgrade page, click Cancel for Upgrade and confirm the cancellation. Then choose a new package on the Purchase page. You would need to pay the difference between the new subscription price and your account balance available at the moment of upgrade. The new billing period will be calculated starting from the date of the upgrade.

Yes, this is possible. To suspend your account please contact our support chat. We will cancel your current subscription and temporarily suspend your account. All your settings will be kept in the system and your remaining account balance will be kept as well. You'll be able to purchase a new subscription and reactivate your account at any moment.

We accept credit and debit cards, UnionPay cards, PayPal and Alipay payments, Bitcoin, U.S. and Canada checks in USD. You'll be able to submit payment after choosing a subscription from your account Control Panel on our site. We also accept Purchase Orders.

Your affiliate link has the following look: https://www.providesupport.com/partner/your-account-name or https://www.providesupport.com/p/your-account-name, you'd only need to replace your-account-name with your real account name.

Please check if the chat button code on your published page looks exactly the same as the code provided in your account Control Panel. Sometimes the code gets corrupted or modified by website building services or hosting providers. If the code is not modified, please check if it is inserted within the <body>...</body> tags of your page. The code should work well if it is not modified and inserted correctly. If it doesn't, the most probable reason of the issue is some incompatibility between your particular website and the code. Please contact our support chat to solve the problem in this case.

Our live customer support system can send transcripts on 3 levels: Company level, Department level, Operator level. The most probable reason of the issue is that transcripts sending is enabled on several levels in your account. Please check these settings on the Account Settings / Chat Transcripts page, in operators' profiles and in departments' profiles on the Operators and Departments page. If you wish to receive all transcripts to one e-mail, please keep the feature enabled only on the Company level. If you wish to receive transcripts to different e-mails depending on the operator/department, please keep the feature enabled on the operator/department level only.

Chat invitation is displayed in a layer and it can conflict with other layers of your web-site, it can get hidden or misplaced. To fix this please cut the first DIV from the chat button code (it looks like <div id="ciXXXX" style="z-index:100;position:absolute"></div> where ciXXXX is a random set of chars, unique per code) and paste it just after the opening BODY tag on your page. Then publish these changes to your web server and check the result. If this doesn't help, please contact our live support chat to solve the problem.

If the post chat survey was filled out by the visitor, the results would be attached to the chat transcript, at the very bottom of it, under the Visitor Details section. If the visitor didn't fill out the survey, the results wouldn't appear in the transcript.

There can be several reasons of this issue:

  • Messages can be blocked by your spam-blocker or go to the Junk e-mail folder.
  • Messages can be deferred by your mail service depending on its server load. This occurs often with free mail services such as Hotmail.
  • Messages can be blocked or rejected by your mail service if your mail account is configured to accept messages only from certain domains or certain e-mail addresses. This can occur with services such as AOL.
  • Your mail server can route messages incorrectly.

To solve the issue please do the following:

  • Check your spam-blocker and mailbox preferences to allow messages from our domain providesupport.com. Please also check your Junk e-mail folder.
  • Contact your mail administrator if you are using a corporate mail server to check if messages from our domain providesupport.com are accepted and routed correctly.
  • Try to use another e-mail address provided by another service e.g. your gmail or yahoo mailbox. If you receive messages to this new e mail address successfully, then the issue seems to be related to your mail service.

If all of this doesn't help, please contact us in our support chat, we will check our mail logs and help you to locate the issue.


About our live chat

Provide Support is
a Live Chat for Your Business

Powerful live chat allows you to easily manage your support and can help you improve your customer service workflow

Start 10-Day Free Trial

+1-888-777-9930