This guide explains how to get support for your Claude or Console account. Different support options are available depending on your plan. Support is provided in writing through the support messenger and email. We don't offer phone support.
Pro and Max plans, Team and Enterprise plan owners, and Console Admins
You have full access to:
All help documentation
Fin, our AI support bot
Further assistance from our Product Support team
While we don't offer phone or live chat support, our Product Support team will gladly assist you through our support messenger.
Note for Enterprise admins: Primary Owners and Owners can configure which members of their organization reach human support by designating support contacts. By default, Admins and Owners keep human support access. For configuration details, see Designate support contacts for human support.
Seeking support for Claude
Log in to your Claude account.
Click your initials or name in the lower left corner and select “Get help” from the menu.
In the support messenger:
Search help resources
Chat with Fin, our AI support bot
Click “Send us a message” to start chatting with Fin.
Click "Accept," then select your issue from the available options.
Depending on the selected issue, provide additional details when prompted.
If your issue requires additional investigation or input from our Product Support team, Fin will pass your inquiry along. The team's reply appears in this same conversation. You'll see it in the messenger and receive a copy by email at the address on your Claude account, so you don't need to keep this window open.
Seeking support for the Claude API or Console
Log in to your Console account.
Click your initials or name in the lower left corner of the Console and select “Get help” from the menu.
This will open a support messenger in the lower right corner of the Console.
In the support messenger:
Search help resources
Chat with Fin, our AI support bot
Click “Send us a message” to start chatting with Fin.
Click "Accept," then select your issue from the available options.
Depending on the selected issue, provide additional details when prompted.
If your issue requires additional investigation or input from our Product Support team, Fin will pass your inquiry along. The team's reply appears in this same conversation. You'll see it in the messenger and receive a copy by email at the address on your Claude account, so you don't need to keep this window open.
Seeking support for any account type from the Help Center
Users who are logged in to their Claude or Console accounts will be able to click the icon in the lower right corner of any Help Center page to open the support messenger and start chatting with Fin.
What happens after you message us
Support is asynchronous. After your request reaches our team, a specialist investigates and replies in the same conversation. Response times vary by plan and by the severity of the issue.
Chat and email are the same conversation
Every reply we send appears in the support messenger and is emailed to the address on your Claude account (the account you were signed in with when you started the conversation).
Replying to that email continues the same conversation. You don't need to return to the chat, and you can close the chat window at any time without missing our reply.
Keep one conversation per issue. Opening a second request for the same problem creates a duplicate that has to be re-triaged, which usually slows the answer down. If you haven't heard back, reply in your existing conversation instead.
Keep colleagues in the loop
A conversation started in the messenger includes only you. To bring in a colleague, such as the affected user or your IT admin, reply to the conversation from the email thread and cc them. Their replies join the same conversation.
Enterprise organizations can also designate support contacts and view their organization's support tickets in one place.
If you're reporting an issue on behalf of someone else, include their work email address, any error messages or screenshots, and when the issue started in your first message. This avoids an extra round of questions.
Team and Enterprise plan non-owners, and Console non-Admins
You’ll chat with Fin, an AI support agent, to help answer your questions.
Team plans and Console organizations
Human specialist support is not directly available for your account seat type. If Fin can't find a resolution and you need to escalate to our human team of specialists, your account's Primary Owner, Owner, or Console Admin can reach out on your behalf.
Enterprise plans
Primary Owners and Owners can designate support contacts: members who can reach human support without holding an Owner role. If you're a designated support contact, you'll have the option to wait for a human when chatting with Fin. Otherwise, Fin will handle your conversation, and if escalation is needed, your account's Primary Owner, Owner, or a designated support contact can reach out on your behalf.
For configuration details, see Designate support contacts for human support.
Free Claude users
Free Claude users have access to:
All help documentation
Fin, our AI support bot
Account deletion support in cases where self-serve is unavailable
To get support:
Log in to your Claude.ai account.
Click your initials or name in the lower left corner.
Select "Get help."
Use the support messenger to:
Search help resources.
Chat with Fin, our AI support bot.
Unable to log in?
If you can't access your account, we can still help with:
Account deletion
Data exports
Subscription support
To request assistance:
Click the message icon in the lower right corner of the Help Center.
Start a conversation.
Select "I can't login."
About subscription support
If you're a paid subscriber having trouble accessing your account, our team can:
Help locate login information
Process subscription cancellations
Check refund eligibility
Note: In order to assist with these tasks, we will need to validate details about your account and the payment method used.
Designated point of contact for users in the EU
Users in the EU can find instructions on how to find the single point of contact for users in the EU under the DSA here: Designated point of contact for users in the EU.
Report compliance concerns - UK and Australian users
Users in the UK can find instructions to report non-compliance with UK OSA duties here: Report a concern. This includes reporting related to illegal content safety duties, content reporting obligations, freedom of expression and privacy, or the use of proactive technology by Anthropic in breach of Anthropic’s Terms of Service.
Users in Australia can find instructions to report non-compliance with the DIS Standard and information about the role and functions of the eSafety Commissioner here: Report a Concern: Australian DIS Standard compliance.
Frequently asked questions
Do you offer phone or video support?
No. Support is provided in writing through the messenger and email. Enterprise customers who need a live working session can arrange one through their Anthropic account team.
Can I close the chat window while I wait?
Yes. Replies are delivered to the messenger and to your account email, so you won't miss one.
Which email address will you use to reply?
The email address on the Claude account you were signed in with when you started the conversation.
I haven't heard back. Should I open another request?
No. Reply in your existing conversation, in the messenger or by email, and it moves back into the queue with its history intact.
I have a business-critical outage. Is there a faster path?
Organization owners and admins on qualifying Enterprise plans have prioritized options in the messenger. Platform status is always available on our status page.