Contact Us Massive Support

How to Reach Us Easily

Getting help from our team at Massive is pretty simple. From what users tell us, the first step is usually heading to our “Contact Us” page, which you can find in the navigation menu or at the bottom of any page on our site. Once there, you’ll see options tailored to the kind of support you need. This setup isn’t just for looks — it helps direct your questions to the right expert quickly.

Whether it’s technical issues with AI job matching, questions about interview automation, or even sales inquiries, we’ve organized it so you won’t waste time guessing who to contact.

Phone Support That Actually Answers

Believe it or not, we pick up the phone. Our support line runs Monday through Friday, 8 AM to 8 PM Eastern Time, which covers a good chunk of the typical hiring day in the USA. If you’re juggling interviews or need urgent help, calling us often gets you faster answers than email or chat.

When to Pick Up the Phone

• If an interview session is live and something’s off, call us immediately.
• Technical issues affecting multiple users or candidates.
• Last-minute scheduling or urgent AI matching questions.

For less urgent questions, our chat is usually quicker, but if you want a real-time conversation, phone support is your best bet.

Chat Support Built Into Your Dashboard

Once you’re logged into Massive, you’ll see the chat icon in the bottom right corner of your dashboard. It’s always there, so when questions pop up, you don’t have to leave your workflow to get help.

How Fast Is Chat?

During peak hours (10 AM to 4 PM Eastern), you can usually expect a reply within 3-5 minutes. Outside of those times, you can still leave a message and we’ll get back to you first thing the next morning. Honestly, chat is great for quick clarifications or troubleshooting that doesn’t require a phone call.

Email Support For Detailed Questions

Email is often the go-to for issues that need detailed explanations or attachments like screenshots and logs. We’ve set it up so your message goes directly to the team best equipped to help you.

When you email, try to include specific details — like the job role, the AI feature you’re using, and any error messages. It really speeds things up.

Support Tailored for USA Hiring Needs

Because so many of our users are in the USA, we’ve made sure our support team understands local hiring laws, time zones, and job board integrations like Indeed, LinkedIn, and ZipRecruiter. This means when you contact us, your questions about compliance or regional best practices get expert answers.

State-Specific Compliance Help

Different states have unique rules on AI in hiring — California’s laws aren’t the same as New York’s, for example. Our team helps you configure Massive to stay compliant wherever you’re hiring, so you don’t have to worry about legal risks.

Technical Support for Integrations

Integrating AI-driven job matching with your existing HR software can sound complicated, but we’re here to make it smooth. Our technical team covers everything from ATS connections to API setups.

Common Integration Questions

• Connecting with ATS platforms like Workday or BambooHR
• API configuration for seamless data flow
• Single sign-on (SSO) setup
• Webhook and real-time sync configurations
• Customizing field mappings for AI parameters

On average, we resolve most integration issues within 24-48 hours, depending on how complex your setup is.

Customer Success: Beyond Basic Support

Once you’re set up, our customer success team is all about helping you get more from Massive. They don’t just fix things — they help you analyze hiring data, train your team, and optimize AI matching and interview workflows.

What Customer Success Does

• Review your hiring metrics and suggest improvements
• Train new users on platform features
• Adjust AI matching parameters to fit your needs
• Set up automated interview processes
• Help with bias mitigation settings

Urgent Issues? Here’s What to Do

We get it — sometimes things go sideways at the worst possible times. If you have an urgent problem, like platform downtime during a big interview day, follow this process to get help fast:

1. Start a live chat during business hours for immediate support.
2. If it’s after hours or chat isn’t available, call our main support line and say it’s urgent.
3. Email with “URGENT” in the subject if you can’t reach us by phone.
4. Use our emergency contact form for system-wide or critical issues.

What Counts as Urgent

• Platform outages affecting scheduled interviews
• Data sync failures during busy hiring periods
• Security or compliance concerns

❓ FAQ