Blackpurl Support is available to all licensed users and can be reached through several channels depending on your needs and subscription. This article explains each contact option, what Blackpurl Support can help with, and what falls outside of support.
Contact Options
Option 1: Chat Bubble
The Chat Bubble is available to all licensed users and is accessible directly from any Blackpurl screen.
Click the chat bubble icon at the bottom of the screen to open a chat and then select Contact Support and ask a question or raise an issue with the Blackpurl Support Team.
Please note that our friendly AI agent FIN will be your first point of contact and if required, your chat will be escalated through to our Blackpurl Support Team
Tips for using the Chat Bubble effectively:
Please provide a full description of your issue or what you need assistance with. For example: "I'm having issues with Customer Order 123 as it is not closing out"
FIN will then review and provide a reply but remember that if FIN cannot help you or you need further assistance, your chat will be escalated through to our BP Support Team.If the Blackpurl Support Team does not answer immediately - they may be assisting another user, on a call, or training another dealership but they will respond as soon as possible.
Likewise if you leave a message over the weekend, they will respond to your message as soon as the Blackpurl Support Team is online.Blackpurl Support may convert your chat into a support case if the issue requires further investigation or escalation to the Blackpurl Support Development Team. You will be informed if this happens.
Coverage hours: Monday to Friday, covering all North American time zones and Australasia. Keep in mind that staffing may be limited around statutory and public holidays.
Option 2: Knowledge Base Help Articles
The Knowledge Base Help Articles is available to all licensed users. Access it from the Chat Bubble and then select HELP
From the Knowledge Base you can search for articles and videos relevant to your issue.
Option 3: Email
Email support is available to all licensed users. Send your support request to [email protected].
When emailing, include:
Your name and dealership
Customer Order (CO) numbers or other relevant reference numbers
A full description of the issue
Screenshots or video recordings where possible
Once a Blackpurl Support Team member actions your email, you will receive a reply with a case number. All follow-up communication happens by email.
Please note: Blackpurl Support does not offer phone callbacks through the standard email channel. Please do not request a call — phone support is available only through the Premium Phone Support package (see Option 4 below).
Coverage hours: Monday to Friday, covering all North American time zones and Australasia. Staffing may be limited around statutory and public holidays.
Option 4: Premium Phone Support
Premium Phone Support is available to dealerships that have subscribed to the Premium Phone Support package. A dedicated phone number is provided to your dealership at the time of purchase.
Things to be aware of when using Premium Phone Support:
Support Team members are available to take calls, but you may sometimes need to leave a voicemail for a callback. If you do not leave a voicemail, the team will not know who called and a return call will not be made.
Call time may be limited. If you have many items to discuss, an appointment may be scheduled instead.
The team may need to take your details and follow up after investigating — this ensures you receive an accurate answer rather than a rushed one.
When your Premium Phone Support subscription lapses, the team will no longer be able to take your calls.
To subscribe to Premium Phone Support, email the Blackpurl sales team at [email protected].
Coverage hours: Monday to Friday, covering all North American time zones and Australasia. Staffing may be limited around statutory and public holidays.
What Blackpurl Support Can Help With
Blackpurl Support is a resource for licensed users that assists with using Blackpurl as it has been designed. The team will provide clear and concise answers to your questions, though there will be times when they need clarification before they can help.
The following are all considered support issues:
Blackpurl not functioning as expected — this includes user errors and product bugs
Data integrity issues
Knowledge Base gaps — you've searched the Knowledge Base but can't find an answer or don't understand the existing articles or videos
User changes — moving licences around or resetting passwords
Dealership-specific scenarios not covered by existing articles or videos
Dealership processes — the team will advise you on how Blackpurl is designed to work; it is up to your dealership to decide your own processes
Specific data fix requests
Accounting integration questions — questions about how Blackpurl integrates with your accounting package; please provide full details and screenshots
Q&A sessions — email [email protected] to request a session; sessions are limited to 30 minutes, subject to team availability, and are not training sessions; this format is particularly useful for accounting integration questions
Some issues cannot be resolved immediately. If your case needs to be escalated to the Blackpurl Support Development Team, you will be kept informed of its status. Cases requiring code fixes must pass QA before release — an ETA cannot be provided for these.
What Is Not a Support Issue
The following fall outside the scope of Blackpurl Support.
Training
Blackpurl Support cannot conduct training sessions as part of a support case. If a support interaction begins to look like a training session, the team will need to redirect you to one of the available training options.
Training options available to your dealership:
Blackpurl Academy — self-paced online training available at https://academy.blackpurl.com/. Suitable for new users and experienced users needing a refresher. You can complete training at a time that suits you.
Weekly group training sessions (North America) — live Zoom sessions run by Blackpurl Support Team members:
Parts & Accessories with Q&A — every Tuesday at 12:00 pm ET
Service with Q&A — every Wednesday at 12:00 pm ET
Units with Q&A — every Thursday at 12:00 pm ET
Contact Blackpurl Support for links to these sessions.
Australasian dealerships — reach out to Blackpurl Support directly to discuss training options suited to your needs.
One-on-one or dealership-specific training — may involve a cost; submit your request through Support, Upgrades & Add-ons.
Repeat Contacts on the Same Functionality
If a user contacts support repeatedly about the same feature, the team may ask you to retain emails and notes from previous interactions for future reference. Please save any guidance the team sends you so you can refer back to it without needing to contact support again.
Extended Calls or Large Numbers of Items
Support interactions that extend beyond a reasonable time, or that cover an unusually large number of topics, may need to be redirected. The Blackpurl Support Team member will take the relevant details and follow up after investigating rather than remaining on a lengthy call or chat.
Activations
All activation setup, issues, data questions, and configuration should go to the Activation Team — not Blackpurl Support. Your Activation Specialist will let you know when your dealership has been handed over to Blackpurl Support after completing the Activation Project. Once you are live on Blackpurl, any issues with your activation data should be directed to Blackpurl Support with full details of the problem.
Feedback and Product Suggestions
Product enhancement requests — including suggestions for new features, changes to existing features, or improvements to make Blackpurl easier or faster to use — are not support issues. Every request is reviewed and logged by the Blackpurl Product team.
To submit feedback, click on the chat bubble > Give Feedback and then fill in the details
Accounting Questions
Blackpurl Support can assist with questions about how the integration between Blackpurl and your accounting package works. General accounting questions outside of this integration are outside the scope of support.
Keep the following in mind:
Blackpurl Support covers Blackpurl — not Xero or QuickBooks Online support.
If your dealership has manually changed or deleted integrated Blackpurl transactions from your accounting package, the team will be unable to assist.
If the integration worked correctly on the Blackpurl side, the team will advise you to contact Xero, QuickBooks Online Support, or your accountant directly.
Blackpurl Support does not provide accounting advice.
A Note on Mutual Respect
The Blackpurl Support Team is here to help your dealership succeed. and will always treat you in a professional and respectful manner. All we ask is that all users extend the same courtesy in return.
Failure to do so - will result in the removal of Support assistance