We offer a chat/help feature on our website to provide you with the most efficient support. Clicking the green chat/help icon at the bottom most pages on our website will open this interactive support feature. Please note that there is about a 5-10 second delay for the chat icon to appear.
Click on the green chat/help icon and the widget will open on the right side of your screen. From here you can (1) see an overview of our chat status, (2) start a new chat with us, (3) access any previous conversations with us, and (4) search our articles for a solution.
Starting a new support inquiry:
Self Service – The most direct way to get your questions answered is through our Help Articles. Enter a search term under the Search for Help section and you will be offered articles that directly correlate with your topic. Simply click on an Article title to view the article.
When you select an Article, the widget window will expand in width to enable easier reading. When you are done with the article, click on the Back arrow at the top left corner of the chat window to return to the previous list.
Send us a Message – If you cannot find the answer to your question in one of our Help Articles, click on the green Send us a Message button in the top section of the Chat widget to begin asking us your question directly.
Click on one of the general topics presented to help us better serve you.
You will be introduced to Harvey, our HH/BW mascot and presented with more options to narrow down the information that you are looking for.
Type your question in the box at the bottom of the chat widget and then click the Send arrow at the bottom right.
Our team will reply to your question as soon as possible and you will be able to dialogue with us until it is fully answered.
Continuing your last conversation
If you have an open chat going on with our team, when you log back into your membership and click on the chat icon you will be able to choose to review the open chat at the top of the chat widget.
Reviewing Past Help Inquiries.
If you have contacted us previously about a question, you can review your previous chats by clicking on the See all your Conversations link just below the green Send us a Message button in the top section of the widget.
Click on the chat you want to review and you will be able to see the entire chat. When viewing an old conversation, you can reopen it and send a new message by clicking the green button at the bottom of the chat.
Closing the Chat Window
At any time, you can close the chat/help window by clicking on the round green icon at the bottom right corner of the chat widget.