I have a paid Toggl account now. Is this the only place to get support? The chat with the ‘The Team Can Help if Needed’ … is inoperable currently.
I tried Toggl awhile back but had big issues with the Chrome Browser (Mac) extension and it would stop tracking my time, or lose my description of work. This was a no-go for me, so I stopped using it. This was the free Toggl version.
Then a couple months back, I checked it out again when a couple colleagues mentioned using it. So it seemed better for awhile so I upgraded to a paid account for the first time.
The last several weeks I am having big issues again. And again today, I started the the Toggle browser extension up again, with a description, and started timing some work which was a couple hours (I think) in duration. I looked up at the browser and it was GRAY… it either never started (despite my definitely starting it and putting in a description) or it just stopped at some point. Either way, I have neither my time nor work description.
Besides this today — I have a regularly-occurring issue with the browser extension not accepting edits to the time entry. i.e. When I stop the timer —> it saves —> and then I select it —> make changes to the time and/or description — but am unable to SAVE because the button is grayed out. The 2nd time I do this, the SAVE button is enabled and I can click it.
Seriously, I need this to work better than this. Please let me know what is going on? I tried to access the Support in the staff but it was inoperable (unclickable). I know it’s almost the holidays so maybe that’s the reason? STILL, I should be able to send an email (that’s the way almost any other service I have like this operates).
Hi there. When you are logged in to the app, the chat button should show an option to message the team. Do you not have that option? How long ago did you upgrade?
Would you mind going to the settings page for the extension and checking “Genera” settings to see if you have any auto-stopping feature enabled under “Starting and stopping the timer”?
Are there any errors showing? When you attempt to do the same using the web app, are you able to make the same edits without an issue? Can you confirm your extension is up to date and that you are using version 4.5.1? You can check out which version you are on by navigating to the “What’s new” page in settings.
Can you confirm whether you accepted the necessary cookies when prompted in the web app? One of these relates to the chat button.
Hi Veljko,
Thank you for your response. I have had the free level account for probably 3-4 years. Last month I upgraded to a paid subscription at $10/monthly.
The Toggl browser extension for Mac Chrome is 4.6.0. The Toggl Mac desktop app just updated yesterday to 10.6.1 (2965).
I do not see any chat button anywhere there. Can you tell me where that chat button would be (I’d assume like many of them, in the lower right).
On the bottom there is ‘?’ icon. When I click that it takes me to the ‘Toggle Track Knowledge Base’ page where there is a chat icon in the lower right. Clicking that reveals help options and one option that has grayed-out text: ‘The Team can help if needed’ with some little tiny thumbnail people but there is no button or clear way to activate anything.
I do not have any auto-starting nor auto-stopping feature selected.
It has been years since I opened the free Toggl account and I would have likely allowed cookies since I understand their functionality. I can see in the Chrome browser that there are almost 65 MB of them currently.
I have not noticed any errors. When I start the timer, I usually add the description and project at that time.
I think I have answered your questions but let me know. Thank you!
@Chnine@vadimp Would you mind opening chat again, this time user the “search for help” option and type in a term that will not find any results, literally you can paste “gibberish” in there - do you have the option to contact support then?
I’ll look into this with Intercom (the chat provider) further in the meantime.
Thanks for your help here. With the recent Chrome extension update, it seems more stable for me. In the instances where I stop the timer, and then go in and change the timing (or description), the ‘SAVE’ button is enabled (as we would want), so I am able to save. It seems to be keeping the saved changes too. If I encounter any other issues there, I will again reach out.
WIth your last response about the search for help to contact support: when I did do what you suggest, it did have a ‘Send us a message’ button that when clicked, did access the Bot (‘ Hi there, what brings you here today?’) with several other button suggestions, one of which said ‘I need support’. Clicking that brings up an area to type in my email and a message. at the top it says ‘Please let us know what you need help with, and feel free to be as detailed as possible. You’ll receive an instant reply from our AI bot.’ But looks like it might then send an email to a real human :))
Hi there, what brings you here today?’) with several other button suggestions, one of which said ‘I need support’. Clicking that brings up an area to type in my email and a message. at the top it says ‘Please let us know what you need help with, and feel free to be as detailed as possible. You’ll receive an instant reply from our AI bot.’ But looks like it might then send an email to a real human :))