If you need help, the BlackMountain support team is available through two channels: the live chat in the Help Center and email. For many questions, the built-in documentation and the Fin AI Agent can also get you to an answer faster.
Live Chat
The fastest way to reach the support team is through the live chat in the Help Center. You can open it directly from within the BlackMountain platform.
How to open the live chat
Click the icon in the bottom-right corner of the platform
Select Send us a message on the Home tab
Fin, our AI support agent, will respond first and can answer many questions immediately
If Fin cannot resolve your issue, the support team will take over
Response time: The support team typically responds within one business day.
You can also reach the support team directly by email:
Email is a good option for detailed requests, sharing files, or anything that benefits from a written record.
Self-Service Options
Before reaching out, these resources often provide a faster answer:
This Help Center — Browse articles by topic or use the search to find answers quickly
Documentation — Access the articles via Documentation in the platform menu (bottom-left, your profile)
Fin AI Agent — Start a chat in the Help Center and ask your question directly. Fin draws on the Help Center articles and responds instantly
What to Include in Your Message
To help the support team respond as quickly as possible, include the following when you reach out:
A clear description of the issue or question
The steps you took before the issue occurred
Your organization name and the affected workspace/team
Any error messages or screenshots that help illustrate the problem