As a Partner Admin, knowing where to go for help ensures faster resolution and a smoother experience for you and your Members. This guide outlines where to find help and which team to reach out to for the right type of support.
Our team has several resources and contacts to help you navigate common questions and situations which are outlined below:
- Support Centers: Quick-access hubs with answers to common Partner Admin and Member questions
- Customer Support Organization (CSO): This team handles day-to-day troubleshooting, technical problems, and platform configuration.
- Customer Success: Support your partnership strategy and growth working with you to maximize BetterUp’s value.
This guide outlines where to find help and which team to reach out to for the right type of support.
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Where to start?
Based on our years of partnerships and in collaboration with internal expertise, we have created two always-on resources to help partners navigate common questions and situations. Be sure to share these with your Members and any colleagues who support BetterUp programs at your organization.
Partner Support Center: Resource hub for Partner Admins with guides on configuration, administration, and program management.
Member Support Center: Help articles for Members on accessing coaching, updating accounts, and using BetterUp features.
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When to reach out to our Customer Support Organization
If you are not able to find the information you need in our Support Centers, our Customer Support Organization should be your next step. This team is equipped to resolve day-to-day issues, troubleshoot technical problems, and handle platform configuration.
Our Customer Support Advocates and Specialists are available Monday through Friday during business hours via support@betterup.co. You can also start a chat with our virtual assistant here at any time.
Below we've outlined the most common requests handled by Customer Support:
Partner Admin Support Reference (click to expand)
- Technical issues or bugs
- Adding or managing Partner Admins
-
Member access and account configuration:
- Uploading or editing member attributes
- Inviting members via PAD
- Track changes or transfers
- Email changes
- Product assignment or changes
-
Program configurations:
- Uploading or changing Coach Briefs
- Uploading or changing Competency Mapping
- 360 extensions
-
GenAI configuration:
- Enabling GenAI for your organization
- Uploading or changing GenAI reference documents
- Coaching Circles™ escalations
-
License management:
- Checking license terms
- Verifying which contract a member is on
- First-level troubleshooting
Contact: support@betterup.co
Member Support Reference (click to expand)
- Technical issues
- Coach rematching, concerns, or feedback
- Email address changes
- 360 assessment extensions
- Manager feedback contact changes
Contact: support@betterup.co
Best Practices:
- When emailing Customer Support copy your Customer Success contact so they can provide any additional context or escalate if needed.
- Encourage your Members to contact Support directly for member-related questions and situations. This streamlines troubleshooting and speeds resolution.
What happens after you reach out to CSO
Once you contact the team, your request is logged in our system. A member of the team will review and respond within 12 hours (often sooner). Urgent or time‑sensitive requests are triaged and prioritized to ensure the fastest resolution possible. When needed, Support will coordinate with your Customer Success contact or escalate internally to get you the right help.
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When to leverage Customer Success
Customer Success is your strategic partner for maximizing the value of BetterUp. While Support resolves day-to-day issues, Customer Success provides guidance on program strategy, helps you understand engagement trends, and works with you to grow and expand your program effectively.
Common scenarios that Customer Success can assist with:
- Need engagement data and recommendations for an executive update
- Planning a rollout for a new audience or region
- Considering program expansion or adding new offerings
- Aligning program goals and KPIs with business outcomes
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Quick Reference Guide
Don't forget to copy your Customer Success contact when emailing Customer Support so they can provide any additional context or escalate if needed.
Customer Support support@betterup.co |
Customer Success |
| Technical platform issues or troubleshooting (Partner, Member, Feedback Participant) |
Strategic rollout planning or adoption support |
| Admin Account & Access Configuration (email changes, track visibility) |
Engagement insights or utilization |
| Platform Configuration (member attribute uploads/changes) |
Reporting guidance or executive updates |
| Program configuration (coach briefs, competency mapping) |
Expanding programs or introducing new products |
| Member Access (invites, extensions, transfers or revocations) |
New or additional program launches |
| Member Account Configuration (email changes, product transfers) |
Program resources and assets |
| Member Experience (coach rematch, feedback/concerns) |
|
| License management (license terms & utilization checks) |
|
| Coaching Circles™ escalations | |
| GenAI configuration (Enable access, AI reference documents) |
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Still not sure where to start?
Email support@betterup.co and cc your Customer Success contact. The team will make sure your question gets to the right person.
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Updated: August 2025