Contact channels
Four ways to reach us. Pick based on urgency and plan.
Help center (self-service)
docs.ministrium.com and the ? icon inside the app. 400+ articles in Spanish and English. Autocomplete search that understands synonyms (“remove someone” = “delete member” = “archive”).
Average outcome: the right answer in < 30 seconds.
Live chat
Available inside the app (button bottom-right) with bubbles that vary by context:
- On the Donations screen, the agent sees you’re there and starts with relevant questions.
- On the kiosk, chat is hidden (we don’t want volunteers distracted).
| Plan | Chat hours |
|---|---|
| Starter | Not included |
| Growth | Mon-Fri 9:00-18:00 main-campus time |
| Business | 24×5 (Mon-Fri 24h) |
| Enterprise | 24×7 |
Average first-response time: < 5 min during hours.
support@ministrium.com for all plans.
| Plan | Response time |
|---|---|
| Starter | < 72 business hours |
| Growth | < 24 business hours |
| Business | < 8 business hours |
| Enterprise | < 1 business hour |
For critical incidents (Sev1), use Report incident instead of email.
Phone
Available for Business and Enterprise:
- Business: shared queue +1-555-MINISTR (646-4787), Mon-Fri 9-18 US Pacific.
- Enterprise: direct CSM line 24×7.
Only for issues not solved in chat/email. Not for basic questions (“how do I create a member?”).
Community
community.ministrium.com (Discourse). Forum of churches using Ministrium. Useful for:
- Sharing best practices (e.g. “how we handle Easter”)
- Asking other pastors for feedback
- Requesting features (voting) — top-voted go on the roadmap
- Seeing Ministrium responses to common questions
Moderated by Ministrium staff. Respectful tone required. Community does NOT replace official support — it complements.
Private Slack/WhatsApp (Enterprise)
Enterprise has a dedicated Slack Connect or WhatsApp Business channel between the church team and the CSM + assigned engineers. Faster than email; responses in minutes.
To report security bugs
security@ministrium.com with PGP key available. Don’t use general chat or email. Details in SOC 2.
For legal matters
legal@ministrium.com: DPA, custom contracts, privacy questions. Response < 5 business days.
For sales / plan upgrades
sales@ministrium.com for Enterprise; the rest is handled at Settings → Plan.
Language
Support in Spanish and English on all channels. Bilingual team in LATAM (Mex, Arg, Col) and North America. Other languages (PT, FR) may need extra translation time.
Our chat agents are engineers and product specialists. Not script-following outsourcing. If your issue needs escalation, it stays in the same conversation, no restart.
When NOT to contact us
These aren’t our responsibility:
- Donor card declined → that’s Stripe, contact the issuing bank.
- Member’s email in your Gmail spam → it’s Google, not us (though we can help diagnose).
- Internet down at the campus → check the router, not our app.
But if in doubt, write to us. Better to ask.