In need of assistance? We’ve got you covered with multiple avenues for answering your questions.
Check out the Help Center for thorough guides, walkthroughs, and videos.
Think of the Help Center as your first and quickest resource for getting the answers you need. And guess what! If you’re reading this now, you’re already there.
If you’re working in your software, you can always access the Help Center by clicking the Need Help? option in the bottom-left of your screen.
Contact Customer Support with the Product Support Tool
The Product Support Tool answers product questions directly within Network for Good, drawing on Bonterra's help center. It works best for how-to, feature, and workflow questions. For technical errors or bugs, submit a support ticket instead.
Step 1: Open the Product Support Chat
After logging into your Network for Good account, look for the Resource Center widget ( ? bubble) in the bottom-right of your screen. Navigate to 'Contact Support' to open the Product Support chat window.
Step 2: Ask Your Question
Type your question in natural language, just like you'd ask a colleague. Product Support works best with how-to, navigation, workflow, and feature questions about Network for Good. For best results, include the feature you're working in, steps you've already tried, and any error messages.
Step 3: Review Your Answer
Product Support will respond with a step-by-step answer sourced directly from Bonterra's help documentation.
Step 4: Ask a Follow-Up Question
Product Support keeps context across your questions, so you can ask for clarity without starting over or restating the issue.
Connect with a Live Agent
When the Product Support Tool cannot resolve your question, you can request a live support agent at any time by typing 'human' or a similar prompt into the chat.
Bonterra’s Customer Support team is available Monday-Friday, from 8:00am-7:00pm ET.
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If a live agent is available, you will be connected in real time, and the conversation continues in the same chat window, so there is no need to start over
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If no agents are currently online, you will be prompted to fill out a brief form to submit a support ticket, and a member of the team will follow up by email
View Your Support History
You can track open requests and review the past two years of support conversations in the Bonterra Support Portal. If it's your first time, click Sign Up using the same email address you use to log in to Network for Good.
Sign Up for a Training Webinar through Bonterra Academy
We offer pre-recorded and live training sessions to help you get started or go deeper on specific features. Each live session includes time for Q&A.
Attend Office Hours
Join a live Q&A with a product expert to ask questions, see demos, and learn best practices. Office Hours are available twice a week; find the next session here.
Send us an Email
Struggling with a potential bug? Do you think you’ve made an error you can’t undo? Did your org get a DBA and you need to update your Network for Good site? You can email success@networkforgood.com for more elaborate inquiries and attach any necessary documentation or screenshots for context.
Bonterra’s Customer Support team is available Monday-Friday, from 8:00am-7:00pm ET.
Check Our Status Page
View scheduled maintenance, unscheduled maintenance, and open incidents on our Status Page.
For All Other Inquiries
For questions about billing, sales, or account management, visit our Support page here.
For more infomation about the Product Support Tool, please click to access these help articles:
How do I contact Network for Good customer support? | How do I chat with support in Network for Good? | Why can’t I reach a live support agent in Network for Good? | How do I talk to a human instead of the support bot? | Where do I find the support chat in Donor Management? | How do I email Network for Good support? | How do I check if Network for Good is down or having issues?