Getting help | DS360 Knowledge Center. How to get help from DS360: support requests in your portal, the DS360 Assist chat, screen sharing with our team, and who to call or email.
Open a support request
Support requests are the main way to reach the DS360 team. Everything stays in one thread, in your portal.
Open Support
In the portal menu, click Support, then New request.
Describe what you need
Enter a subject, choose a category and describe what happened. If it is about a claim, add the claim number (for example CLM-00042).
Attach files
Add photos or PDF files if they help. Then click Send request.
Follow the answer
We reply in the same request, under Support. You get a notification, and you can reply and attach more files.
Close or reopen
Close the request when you are done. If a resolved request comes back, reopen it within 14 days; after that, open a new one.
When DS360 needs more information
Sometimes we need something from you to move a claim forward: a clearer photo, a work order or an answer to the manufacturer’s question. We send it as a support request marked “DS360 needs more information”, linked to the claim.
Answer below the question and attach photos or PDF files. The Support page shows how many requests are waiting on you.
Other ways to get help
DS360 Assist
An AI assistant inside the portal. Open it from the DS360 Assist button, ask your question in plain words, and find your past chats in the Past Chats tab. It can also open a support request for you.
Talk to a person
In DS360 Assist, choose Get Human Help. You can start a live chat with a support agent or open a support request.
Share your screen
In DS360 Assist, choose Get Human Help, then Share My Screen, then Generate Access Code. Read the code to the DS360 agent. They can view your screen once connected. You stay in control and can end the session at any time.
Phone and email
Call (800) 431-4299, or write to [email protected]. For plans and pricing, write to [email protected]. For invoices, write to [email protected].
Screen sharing is being improved. This guide will be updated when the new version is ready.
Common questions
Can my staff open support requests?
Yes. Owners and staff can open, reply to and follow requests under Support.
Should I call or open a request?
Open a request for anything about a claim, an invoice or your account. It keeps the history and files in one place, and the right person picks it up.
Is the portal down, or is it just me?
Check our system status page, linked at the bottom of every page on this site.
I am not a DS360 dealer yet. Who do I talk to?
Use the contact page or write to [email protected]. We can start with a claims audit.