# Dashboard: Support Chat option gone **URL:** \ **Category:** Product support\ **Created:** [January 13, 2020, 2:51pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376 "2020-01-13T14:51:25Z")\ **Posts on this page:** 17\ **Page:** 1
**Author:** ![fritz](https://sea2.discourse-cdn.com/balena/user_avatar/forums.balena.io/fritz/32/6305_2.png) [@fritz](https://forums.balena.io/u/fritz)\ **Post date:** [January 13, 2020, 2:51pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376/1 "2020-01-13T14:51:25Z")
Hi, If I click on the “Need help” button on the bottom right corner when logged into balena dashboard, the live chat (intercom) is gone? How can I get it back? My colleague still has the intercom option. Thanks Fritz ---
**Author:** ![majorz](https://sea2.discourse-cdn.com/balena/user_avatar/forums.balena.io/majorz/32/639_2.png) [@majorz](https://forums.balena.io/u/majorz)\ **Post date:** [January 13, 2020, 2:59pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376/2 "2020-01-13T14:59:02Z")
Just as additional information can you please send us back a browser version link: [https://www.whatsmybrowser.org/](https://www.whatsmybrowser.org/) Thanks, Zahari ---
**Author:** ![fritz](https://sea2.discourse-cdn.com/balena/user_avatar/forums.balena.io/fritz/32/6305_2.png) [@fritz](https://forums.balena.io/u/fritz)\ **Post date:** [January 13, 2020, 3:11pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376/4 "2020-01-13T15:11:12Z")
[https://whatsmybrowser.org/b/FVQVD42](https://whatsmybrowser.org/b/FVQVD42) I might guess, that the “business account details” + billing details is under my colleagues account, whereas I’m in the admin role of all applications. Could it be that this is the issue? My personal account is not linked to a billing account. Thanks ---
**Author:** ![zvin](https://avatars.discourse-cdn.com/v4/letter/z/a5b964/32.png) [@zvin](https://forums.balena.io/u/zvin)\ **Post date:** [January 13, 2020, 3:29pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376/5 "2020-01-13T15:29:06Z")
Hello, The “need help” button should be visible for everyone. You don’t need to log in to see it. Do you see anything special in the browser’s console ( you can open it with F12 or CTRL + SHIFT + i )? ---
**Author:** ![zvin](https://avatars.discourse-cdn.com/v4/letter/z/a5b964/32.png) [@zvin](https://forums.balena.io/u/zvin)\ **Post date:** [January 13, 2020, 3:34pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376/15 "2020-01-13T15:34:23Z")
Sorry, I’ve misread your question. There is no live chat for unpaid users so it is expected that you don’t see the button. Have you ever seen it with this account ? ---
**Author:** ![zvin](https://avatars.discourse-cdn.com/v4/letter/z/a5b964/32.png) [@zvin](https://forums.balena.io/u/zvin)\ **Post date:** [January 13, 2020, 3:35pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376/16 "2020-01-13T15:35:07Z")
Do you see the “See our approach to support and learn how to upgrade your plan for access to private support with our engineers.” message ? ---
**Author:** ![fritz](https://sea2.discourse-cdn.com/balena/user_avatar/forums.balena.io/fritz/32/6305_2.png) [@fritz](https://forums.balena.io/u/fritz)\ **Post date:** [January 13, 2020, 3:43pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376/17 "2020-01-13T15:43:20Z")
Hi, I always had access to this but I lost it roughly 2 or 3 weeks ago. We are paying customers but the billing details are within the account of our CEO and not in my personal login. So, could you please re-enable to support for live-chat in my account? Thanks ---
**Author:** ![zvin](https://avatars.discourse-cdn.com/v4/letter/z/a5b964/32.png) [@zvin](https://forums.balena.io/u/zvin)\ **Post date:** [January 13, 2020, 4:01pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376/20 "2020-01-13T16:01:13Z")
Can you please check that you are an administrator of you CEO’s organization or if you have at least Operator level access on any its apps ? ---
**Author:** ![fritz](https://sea2.discourse-cdn.com/balena/user_avatar/forums.balena.io/fritz/32/6305_2.png) [@fritz](https://forums.balena.io/u/fritz)\ **Post date:** [January 13, 2020, 4:13pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376/22 "2020-01-13T16:13:29Z")
I have “Developer” privileges on all apps. That should be ok, right? ---
**Author:** ![zvin](https://avatars.discourse-cdn.com/v4/letter/z/a5b964/32.png) [@zvin](https://forums.balena.io/u/zvin)\ **Post date:** [January 13, 2020, 4:28pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376/23 "2020-01-13T16:28:26Z")
Yes, that should be ok. What is your balena dashboard username ? ---
**Author:** ![fritz](https://sea2.discourse-cdn.com/balena/user_avatar/forums.balena.io/fritz/32/6305_2.png) [@fritz](https://forums.balena.io/u/fritz)\ **Post date:** [January 13, 2020, 4:39pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376/24 "2020-01-13T16:39:53Z")
fritz Thanks ---
**Author:** ![zvin](https://avatars.discourse-cdn.com/v4/letter/z/a5b964/32.png) [@zvin](https://forums.balena.io/u/zvin)\ **Post date:** [January 13, 2020, 4:56pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376/25 "2020-01-13T16:56:00Z")
Could you please check this form an incognito browser window ? Some ad-blockers may be blocking intercom. ---
**Author:** ![fritz](https://sea2.discourse-cdn.com/balena/user_avatar/forums.balena.io/fritz/32/6305_2.png) [@fritz](https://forums.balena.io/u/fritz)\ **Post date:** [January 13, 2020, 5:08pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376/26 "2020-01-13T17:08:58Z")
Hi If I login using my crendentials, the chat option is not there. If I login using my colleague‘s credentials (on my computer, same browser) the button is not there. So I guess it’s not a Browser but a user/config setting issue. Cheers ---
**Author:** ![thgreasi](https://sea2.discourse-cdn.com/balena/user_avatar/forums.balena.io/thgreasi/32/454_2.png) [@thgreasi](https://forums.balena.io/u/thgreasi)\ **Post date:** [January 13, 2020, 5:21pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376/28 "2020-01-13T17:21:50Z")
Hi, Can you please navigate to one of the applications where you are a Developer at and confirm whether you can see the live support button in the support panel (“Chat with us now”)? If the premium support button is still not visible, please send us the dashboard url of the application that was shared with you by your organization’s account that is subscribed to a billing plan. Please also make sure that you are running the latest version of the dashboard by reloading the page (even though I’m pretty sure that you have already tried that). Kind regards, Thodoris ---
**Author:** ![fritz](https://sea2.discourse-cdn.com/balena/user_avatar/forums.balena.io/fritz/32/6305_2.png) [@fritz](https://forums.balena.io/u/fritz)\ **Post date:** [January 13, 2020, 5:26pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376/29 "2020-01-13T17:26:51Z")
Hi, It’s back again. The button is now available. Did you change anything? ^^ Thanks and Cheers! ---
**Author:** ![thgreasi](https://sea2.discourse-cdn.com/balena/user_avatar/forums.balena.io/thgreasi/32/454_2.png) [@thgreasi](https://forums.balena.io/u/thgreasi)\ **Post date:** [January 13, 2020, 5:33pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376/30 "2020-01-13T17:33:27Z")
Hi, No, I don’t think that we changed anything on our side. Let me clarify that since a few months ago, the private support has become contextual. In more details, in order for a free user to be able to use private support, they must be viewing an application or device that has been shared by an account that has an active subscription and they are either Developer or Operator. As a result a free user will not be able to use the private support widget while on their dashboard’s homepage or while viewing their own applications/devices. I hope that helps. Kind regards, Thodoris ---
**Author:** ![fritz](https://sea2.discourse-cdn.com/balena/user_avatar/forums.balena.io/fritz/32/6305_2.png) [@fritz](https://forums.balena.io/u/fritz)\ **Post date:** [March 6, 2020, 12:06pm UTC](https://forums.balena.io/t/dashboard-support-chat-option-gone/56376/32 "2020-03-06T12:06:09Z")
Hi, thanks, the “contextual” was the key. The moment I clicked on the app, I got the feature back. Thanks