Welcome to HackerOne Support! To ensure that you receive timely assistance, it's important to be aware of our Support & Mediation team's business hours. This documentation details when our Support Team is available, how to reach them, and additional resources for self-help outside of these hours.
Support Team Operating Hours
Our dedicated Support team is available to assist you during the following hours:
Monday to Friday:
Mediation (Customers) | 8:00am - 5:00pm PT |
Support | 12:00am-4:30pm PT |
Weekends
Closed
Holidays
We are closed on the following holidays: Christmas Day, New Year's Eve, New Year's Day
Limited Coverage
We will have limited coverage on the following US Holidays: MLK Day, Presidents Day, Memorial Day, Juneteenth, Labor Day, Thanksgiving, Day after Thanksgiving, and Christmas Eve.
We will also have limited coverage from July 1-5 for HackerOne's Employee Recharge Week.
How to Reach HackerOne Support
HackerOne Platform
For platform-related inquiries or assistance, take the following steps:
Navigate to our ticket submissions page.
If it’s your first time submitting a ticket, please create an account on our support portal. Please select Sign up with us to get started.
If you already have an account, please enter your credentials and sign in.
Select the Submit a ticket button from the support portal home page.
Under Get in Touch, select Contact HackerOne.
Select your User type and fill in the required fields.
Depending on which user type is selected, different options will come up for additional fields to fill out. Be as granular as possible with the category of concern.
Fill out a detailed description of the question/concern.
Attach any relevant files or screenshots to help the Support team better understand the issue.
Double-check the entered details for accuracy and completeness.
Submit the ticket by clicking on the Submit button.
After submitting the ticket, you will receive an email confirmation, and the ticket will be assigned a unique ticket number. The Support Team will then review it and provide assistance based on the information provided.
Our team will respond during operating hours.
How to Reach HackerOne Mediation
If you are a Customer, take the following steps to request assistance from the Mediation team: Program Mediation & Code of Conduct Review Requests
Thank you for choosing HackerOne. Our Support team is here to assist you, and we look forward to providing you with the best possible experience on our platform.