--- title: Contacting Support description: Copy and paste this entire article into a new article to maintain the same format. Anything after the subtitle should be "heading 3" and the verbiage with that heading should be "paragraph" --- [Skip to content](https://help.g2mint.com/en/g2mint-user-guide/contacting-support#main-content) English Show submenu for translations [Create a ticket](https://help.g2mint.com/en/g2mint-user-guide/kb-tickets/new?hsLang=en) [View All Tickets](https://help-center.g2mint.com/tickets-view?hsLang=en) - https://help-center.g2mint.com/tickets-view Open main navigation Close main navigation - https://help-center.g2mint.com/tickets-view - English Show submenu for translations - [Create a ticket](https://help.g2mint.com/en/g2mint-user-guide/kb-tickets/new) - [View All Tickets](https://help-center.g2mint.com/tickets-view) - [Create Ticket](https://44102072.hs-sites.com/en/g2mint-user-guide/kb-tickets/new) [Create Ticket](https://44102072.hs-sites.com/en/g2mint-user-guide/kb-tickets/new?hsLang=en) How can we help you? - There are no suggestions because the search field is empty. 1. [G2Mint User Guide](https://help.g2mint.com/en/g2mint-user-guide?hsLang=en) 2. [G2Mint Support](https://help.g2mint.com/en/g2mint-user-guide/g2mint-support?hsLang=en) April 22, 2026 # Contacting Support ## We are here to help you get the most out of G2Mint!  If you're running into trouble or have a question, here are the best ways to get in touch with our support team. ### **Last Updated: October 2025** ### 🔍Do you have a 'How to' question? Before You Contact Us Try using our support chatbot on the bottom right of our knowledgebase: [G2Mint Knowledgebase](https://help.g2mint.com/en/g2mint-user-guide?hsLang=en) **Searching our Knowledgebase:** Many common questions are already answered  [here](https://help.g2mint.com/en/g2mint-user-guide?hsLang=en). You can do a general search on this main page OR we encourage you to ask Miles by clicking on the chat icon in the bottom right. ***Note:** Our knowledgebase is always growing so if you are not finding the information you need please let us know and please check back soon as more content is being added weekly!*  --- ### 🕒Standard Business Hours:  8:00am to 6:00pm EST, Monday through Friday, except holidays. Emergency support is available during off hours for critical issues. --- ### 💬 Our Support Channels Here are the best ways to reach us, listed by Recommended Order **Email: Create a support ticket by emailing Support@G2Mint.com** \*We strive to reply to all tickets within 45min or less.  **Phone: Speak directly with a member of our support team.** - **Best for:** Urgent or system-down emergencies. (When possible, we always encourage customers calling to email support first with detailed information to help expedite the issue), then reference the ticket # provided from your email) - **Phone Number:**  978-712-8880 press 2 for Support **😀Other Support channels coming soon!** - **Online Chat**-Get real-time answers from a support agent. - **Online Support Portal-**Submit tickets, view ticket updates and history all in one place! --- **G2Mint targets same day responses to most issues. All Customer inquiries are categorized into four priority levels: These levels apply only to production environments. Below are the standard SLA's we measure but we strive to reply to every inquiry within 30 minutes or less.**  | **Priority Level** | **Description** | **Handling Procedure** | **Response Time** | | --- | --- | --- | --- | | Critical | Critical functionality is not working for ALL users resulting in substantial business disruption with no immediate work around. Examples of critical functionality: - Overall system access - Unable to create or tender BOL *Note: This does not include performance degradation due to improperly sized or configured hardware, Internet connections or inadequate resources to handle network traffic within your control.* | Customers must notify G2Mint of a suspected critical incident by creating a support ticket via the standard available support channels and marking it as a ‘Critical’ priority. Upon receipt of the ticket, all necessary and available resources will be dedicated to the issue.G2Mint will work continuously 24×7 until resolved or an interim work around is provided.If upon review it is determined to require a program fix that cannot be developed quickly, G2Mint will attempt to identify and communicate a temporary workaround. | Within 1 hour (updates every 45 minutes or as specified) | | High | Subscriber has a serious situation that materially hinders but does not stop critical daily operations. A workaround may exist but is not sustainable.Example: - Freight settlement not available - Unable to process client invoices | Customers must notify G2Mint of a suspected incident by creating a support ticket via the standard available support channels and marking it as a ‘High’ priority. G2Mint will use diligent commercially reasonable efforts during standard business hours to resolve the problem. If upon review it is determined to require a program fix that cannot be developed quickly, G2Mint will attempt to identify and communicate a temporary workaround. | Within 4 business hours | | Medium | Subscriber has an issue causing concern but not materially hindering critical daily operations. This is the default classification for incidents unless a different classification is warranted based on the issue as set forth above.Examples: - Specific agreement rates are not returning as expected - Density estimates not calculating correctly | Customers notify G2Mint of a Medium priority level incident by opening a support ticket via the standard available support channels. The issue will be assigned to a Support Specialist for assessment who will attempt to replicate the issue, and if replicated by G2Mint, will use diligent commercially reasonable efforts to resolve. | Within 8 business hours | | Low | As a general rule, these are situations dealing with cosmetic changes to the Software. Small items and things thought of as “nice to have, but not essential” would be in the category.Examples: - Cosmetic/grammatical/spelling errors or screen formatting and layout issues. - Error messages displaying incorrectly | These requests will be handled as time allows. | Within 24 business hours |     - [Getting started](https://help.g2mint.com/en/g2mint-user-guide/getting-started?hsLang=en#main-content) - [Shipper client Account](https://help.g2mint.com/en/g2mint-user-guide/getting-started?hsLang=en#shipper-client-account) - [My Account](https://help.g2mint.com/en/g2mint-user-guide/my-account?hsLang=en#main-content) - [My Account Contacts](https://help.g2mint.com/en/g2mint-user-guide/my-account?hsLang=en#my-account-contacts) - [My Account Services & Capabilities](https://help.g2mint.com/en/g2mint-user-guide/my-account?hsLang=en#my-account-services-capabilities) - [My Account Admin](https://help.g2mint.com/en/g2mint-user-guide/my-account?hsLang=en#my-account-admin) - [My Account Locations](https://help.g2mint.com/en/g2mint-user-guide/my-account?hsLang=en#my-account-locations) - [User Management](https://help.g2mint.com/en/g2mint-user-guide/user-management?hsLang=en#main-content) - [User Management Groups](https://help.g2mint.com/en/g2mint-user-guide/user-management?hsLang=en#user-management-groups) - [User Management Roles](https://help.g2mint.com/en/g2mint-user-guide/user-management?hsLang=en#user-management-roles) - [User Management Users](https://help.g2mint.com/en/g2mint-user-guide/user-management?hsLang=en#user-management-users) - [Default Settings](https://help.g2mint.com/en/g2mint-user-guide/default-settings?hsLang=en#main-content) - [Default Settings Accessorial](https://help.g2mint.com/en/g2mint-user-guide/default-settings?hsLang=en#default-settings-accessorial) - [Default Settings App Customization](https://help.g2mint.com/en/g2mint-user-guide/default-settings?hsLang=en#default-settings-app-customization) - [Default Settings Rate Expiration](https://help.g2mint.com/en/g2mint-user-guide/default-settings?hsLang=en#default-settings-rate-expiration) - [Default Settings Margin Thresholds](https://help.g2mint.com/en/g2mint-user-guide/default-settings?hsLang=en#default-settings-margin-thresholds) - [Default Settings Finance/ Invoicing](https://help.g2mint.com/en/g2mint-user-guide/default-settings?hsLang=en#default-settings-finance-invoicing) - [Default Settings Finance/ Billing](https://help.g2mint.com/en/g2mint-user-guide/default-settings?hsLang=en#default-settings-finance-billing) - [Default Settings Documents](https://help.g2mint.com/en/g2mint-user-guide/default-settings?hsLang=en#default-settings-documents) - [Integrations](https://help.g2mint.com/en/g2mint-user-guide/integrations?hsLang=en#main-content) - [Falvey Insurance](https://help.g2mint.com/en/g2mint-user-guide/integrations?hsLang=en#falvey-insurance) - [QuickBooks](https://help.g2mint.com/en/g2mint-user-guide/integrations?hsLang=en#quickbooks) - [Engage Account](https://help.g2mint.com/en/g2mint-user-guide/engage-account?hsLang=en#main-content) - [Engage Locations](https://help.g2mint.com/en/g2mint-user-guide/engage-account?hsLang=en#engage-locations) - [Engage General](https://help.g2mint.com/en/g2mint-user-guide/engage-account?hsLang=en#engage-general) - [Engage Contacts](https://help.g2mint.com/en/g2mint-user-guide/engage-account?hsLang=en#engage-contacts) - [Engage Agreements](https://help.g2mint.com/en/g2mint-user-guide/engage-account?hsLang=en#engage-agreements) - [Engage Admin](https://help.g2mint.com/en/g2mint-user-guide/engage-account?hsLang=en#engage-admin) - [Engage Settings](https://help.g2mint.com/en/g2mint-user-guide/engage-account?hsLang=en#engage-settings) - [Engage Services and Capabilities](https://help.g2mint.com/en/g2mint-user-guide/engage-account?hsLang=en#engage-services-and-capabilities) - [Configurations](https://help.g2mint.com/en/g2mint-user-guide/configurations?hsLang=en#main-content) - [Address Book](https://help.g2mint.com/en/g2mint-user-guide/configurations?hsLang=en#address-book) - [Fuel Index Table](https://help.g2mint.com/en/g2mint-user-guide/configurations?hsLang=en#fuel-index-table) - [Areas](https://help.g2mint.com/en/g2mint-user-guide/configurations?hsLang=en#areas) - [Equipment](https://help.g2mint.com/en/g2mint-user-guide/configurations?hsLang=en#equipment) - [Schedules](https://help.g2mint.com/en/g2mint-user-guide/configurations?hsLang=en#schedules) - [Commodities](https://help.g2mint.com/en/g2mint-user-guide/configurations?hsLang=en#commodities) - [Handling Units](https://help.g2mint.com/en/g2mint-user-guide/configurations?hsLang=en#handling-units) - [Build](https://help.g2mint.com/en/g2mint-user-guide/build?hsLang=en#main-content) - [Shipments](https://help.g2mint.com/en/g2mint-user-guide/build?hsLang=en#shipments) - [Loads](https://help.g2mint.com/en/g2mint-user-guide/build?hsLang=en#loads) - [Quotes](https://help.g2mint.com/en/g2mint-user-guide/build?hsLang=en#quotes) - [Manage Shipments](https://help.g2mint.com/en/g2mint-user-guide/manage-shipments?hsLang=en#main-content) - [Manage Shipments: Overview](https://help.g2mint.com/en/g2mint-user-guide/manage-shipments?hsLang=en#manage-shipments-overview) - [Manage Shipments: Rate Quotes](https://help.g2mint.com/en/g2mint-user-guide/manage-shipments?hsLang=en#manage-shipments-rate-quotes) - [Manage Shipments: Associated BOL](https://help.g2mint.com/en/g2mint-user-guide/manage-shipments?hsLang=en#manage-shipments-associated-bol) - [Manage Shipments: Orders](https://help.g2mint.com/en/g2mint-user-guide/manage-shipments?hsLang=en#manage-shipments-orders) - [Manage Shipments: Notes & History](https://help.g2mint.com/en/g2mint-user-guide/manage-shipments?hsLang=en#manage-shipments-notes-history) - [Manage Shipments: Documents](https://help.g2mint.com/en/g2mint-user-guide/manage-shipments?hsLang=en#manage-shipments-documents) - [Manage Shipments: Financials](https://help.g2mint.com/en/g2mint-user-guide/manage-shipments?hsLang=en#manage-shipments-financials) - [Manage Shipments: Tracking Events](https://help.g2mint.com/en/g2mint-user-guide/manage-shipments?hsLang=en#manage-shipments-tracking-events) - [FAQ](https://help.g2mint.com/en/g2mint-user-guide/manage-shipments?hsLang=en#faq) - [Waterfall Tendering](https://help.g2mint.com/en/g2mint-user-guide/manage-shipments?hsLang=en#waterfall-tendering) - [Agreements- Freight](https://help.g2mint.com/en/g2mint-user-guide/agreements-freight?hsLang=en#main-content) - [Agreements- Freight: Locations](https://help.g2mint.com/en/g2mint-user-guide/agreements-freight?hsLang=en#agreements-freight-locations) - [Agreements- Freight: Rate Plans](https://help.g2mint.com/en/g2mint-user-guide/agreements-freight?hsLang=en#agreements-freight-rate-plans) - [Agreements- Freight: Validation](https://help.g2mint.com/en/g2mint-user-guide/agreements-freight?hsLang=en#agreements-freight-validation) - [Agreements- Freight: Header Information](https://help.g2mint.com/en/g2mint-user-guide/agreements-freight?hsLang=en#agreements-freight-header-information) - [Carrier Webservice Instructions](https://help.g2mint.com/en/g2mint-user-guide/agreements-freight?hsLang=en#carrier-webservice-instructions) - [Carrier Bill Management](https://help.g2mint.com/en/g2mint-user-guide/carrier-bill-management?hsLang=en#main-content) - [Statuses](https://help.g2mint.com/en/g2mint-user-guide/carrier-bill-management?hsLang=en#statuses) - [Managing Client Invoices](https://help.g2mint.com/en/g2mint-user-guide/managing-client-invoices?hsLang=en#main-content) - [Approve Client Invoices](https://help.g2mint.com/en/g2mint-user-guide/managing-client-invoices?hsLang=en#approve-client-invoices) - [FAQs](https://help.g2mint.com/en/g2mint-user-guide/faqs?hsLang=en#main-content) - [Manage Shipments](https://help.g2mint.com/en/g2mint-user-guide/faqs?hsLang=en#manage-shipments) - [User Management](https://help.g2mint.com/en/g2mint-user-guide/faqs?hsLang=en#user-management) - [Documents](https://help.g2mint.com/en/g2mint-user-guide/faqs?hsLang=en#documents) - [Engage-Accounts](https://help.g2mint.com/en/g2mint-user-guide/faqs?hsLang=en#engage-accounts) - [G2Mint Support](https://help.g2mint.com/en/g2mint-user-guide/g2mint-support?hsLang=en) - [Release Notes](https://help.g2mint.com/en/g2mint-user-guide/release-notes?hsLang=en) - [Engage Locations](https://help.g2mint.com/en/g2mint-user-guide/engage-locations?hsLang=en) - [Engage Contacts](https://help.g2mint.com/en/g2mint-user-guide/engage-contacts?hsLang=en) - [General](https://help.g2mint.com/en/g2mint-user-guide/general?hsLang=en) - [Reports](https://help.g2mint.com/en/g2mint-user-guide/reports?hsLang=en) - [Engage](https://help.g2mint.com/en/g2mint-user-guide/engage?hsLang=en#main-content) - [Accounts](https://help.g2mint.com/en/g2mint-user-guide/engage?hsLang=en#accounts) - [Agreements](https://help.g2mint.com/en/g2mint-user-guide/agreements?hsLang=en#main-content) - [Custom Freight Agreements](https://help.g2mint.com/en/g2mint-user-guide/agreements?hsLang=en#custom-freight-agreements) - [FAK Table](https://help.g2mint.com/en/g2mint-user-guide/agreements?hsLang=en#fak-table) - [Billing Agreements](https://help.g2mint.com/en/g2mint-user-guide/agreements?hsLang=en#billing-agreements) - [Manage](https://help.g2mint.com/en/g2mint-user-guide/manage?hsLang=en#main-content) - [Shipments](https://help.g2mint.com/en/g2mint-user-guide/manage?hsLang=en#shipments) - [Dispatch](https://help.g2mint.com/en/g2mint-user-guide/dispatch?hsLang=en) - [API Management](https://help.g2mint.com/en/g2mint-user-guide/api-management?hsLang=en) - [Workflow](https://help.g2mint.com/en/g2mint-user-guide/workflow?hsLang=en) - [The Grid View](https://help.g2mint.com/en/g2mint-user-guide/the-grid-view?hsLang=en) - [Manage Quotes](https://help.g2mint.com/en/g2mint-user-guide/manage-quotes?hsLang=en#main-content) - [Manage Quotes: Notes & History](https://help.g2mint.com/en/g2mint-user-guide/manage-quotes?hsLang=en#manage-quotes-notes-history) - [Manage Quotes: Overview](https://help.g2mint.com/en/g2mint-user-guide/manage-quotes?hsLang=en#manage-quotes-overview) - [Manage Quotes: Rate Quotes](https://help.g2mint.com/en/g2mint-user-guide/manage-quotes?hsLang=en#manage-quotes-rate-quotes) - [Manage Orders](https://help.g2mint.com/en/g2mint-user-guide/manage-orders?hsLang=en) - [Manage Loads](https://help.g2mint.com/en/g2mint-user-guide/manage-loads?hsLang=en#main-content) - [Manage Loads: Orders](https://help.g2mint.com/en/g2mint-user-guide/manage-loads?hsLang=en#manage-loads-orders) - [Manage Loads: Overview](https://help.g2mint.com/en/g2mint-user-guide/manage-loads?hsLang=en#manage-loads-overview) - [Manage Loads: Financial](https://help.g2mint.com/en/g2mint-user-guide/manage-loads?hsLang=en#manage-loads-financial) - [Manage Loads: Rate Quotes](https://help.g2mint.com/en/g2mint-user-guide/manage-loads?hsLang=en#manage-loads-rate-quotes) - [Manage Loads: Notes & History](https://help.g2mint.com/en/g2mint-user-guide/manage-loads?hsLang=en#manage-loads-notes-history) - [Manage Loads: Tracking Events](https://help.g2mint.com/en/g2mint-user-guide/manage-loads?hsLang=en#manage-loads-tracking-events) - [Manage Loads: Associated BOL](https://help.g2mint.com/en/g2mint-user-guide/manage-loads?hsLang=en#manage-loads-associated-bol) - [Manage Loads: Documents](https://help.g2mint.com/en/g2mint-user-guide/manage-loads?hsLang=en#manage-loads-documents) - [Manage Exceptions](https://help.g2mint.com/en/g2mint-user-guide/manage-exceptions?hsLang=en) - [Agreements- Fuel](https://help.g2mint.com/en/g2mint-user-guide/agreements-fuel?hsLang=en) - [Agreements- Accessorial](https://help.g2mint.com/en/g2mint-user-guide/agreements-accessorial?hsLang=en) - [Agreements- 3PL Services](https://help.g2mint.com/en/g2mint-user-guide/agreements-3pl-services?hsLang=en#main-content) - [Retainer](https://help.g2mint.com/en/g2mint-user-guide/agreements-3pl-services?hsLang=en#retainer) - [Agreements- Compliance](https://help.g2mint.com/en/g2mint-user-guide/agreements-compliance?hsLang=en#main-content) - [Agreements- Compliance Header](https://help.g2mint.com/en/g2mint-user-guide/agreements-compliance?hsLang=en#agreements-compliance-header) - [Agreements- Compliance Plan](https://help.g2mint.com/en/g2mint-user-guide/agreements-compliance?hsLang=en#agreements-compliance-plan) - [Agreements- Markup](https://help.g2mint.com/en/g2mint-user-guide/agreements-markup?hsLang=en#main-content) - [Agreements- Cost+](https://help.g2mint.com/en/g2mint-user-guide/agreements-markup?hsLang=en#agreements-cost) - [Spot & Tender](https://help.g2mint.com/en/g2mint-user-guide/spot-tender?hsLang=en) - [Track](https://help.g2mint.com/en/g2mint-user-guide/track?hsLang=en) [![miles-Mar-24-2025-02-28-23-8998-PM](https://help.g2mint.com/hs-fs/hubfs/miles-Mar-24-2025-02-28-23-8998-PM.png?width=150&height=150&name=miles-Mar-24-2025-02-28-23-8998-PM.png "miles-Mar-24-2025-02-28-23-8998-PM")](http://g2mint.com?hsLang=en) [mailto:support@g2mint.com](mailto:support@g2mint.com) Copyright © 2025, G2Mint