Setmore Customer Service: Phone, Chat, Email and What to Expect

Human support at any hour, even on Free

Setmore's support is human, around the clock and free on every plan: chat, email and phone, 24 hours a day, 365 days a year, with no bots in front ^[1]. Weekends and holidays are covered like any other day. The mission page promises that anyone who contacts Setmore by phone, chat or email reaches a person, whatever the size of the account, and the human support page puts it as no AI and no chatbots. Setmore backs the choice with a figure it cites: 79% of people prefer speaking to a real person over AI-based solutions.

Free accounts get the same 24/7 human support as Pro, across chat, email and phone ^[2]. That is unusual among free schedulers. Calendly's free plan, for comparison, gets email support only. For a small business owner who would rather phone a person than search a help center at eleven at night, that promise is the main reason to choose Setmore. It matters most for businesses that book outside office hours, such as salons on Saturday mornings or trainers at six in the morning. A payment problem at 10 a.m. on a busy Saturday can be raised with a person at once.

How to reach Setmore, and which channel to use

Chat, email and phone

In-app chat is the fastest channel, with replies expected within one to three minutes. It starts from Help and support in the web app and also runs in the desktop and mobile apps. Email at help@setmore.com suits anything that needs attachments or a written record, such as billing or refunds ^[3]. Phone is for anything urgent: +1 (800) 749-4920 in the US and +44 0800 802 1575 in the UK, which the llm-info page writes as +44 800 802 1575. Free accounts can call too. Setmore does not publish email or phone wait times on the pages we read. Chat alone has a stated target.

The numbers that are not the support line

Several older landing pages and the iPad page list +1 (877) 407-3560, and the Zoom help article shows +1 (877) 989-7413. Live Receptionist sales uses +1 866-812-0444. When in doubt, use the number on the pricing page, which is the same one listed on the llm-info and priority support pages. Mixing these up is easy, and it wastes a call.

Getting a faster answer

A short message that names your account email, the screen you were on and what you expected to happen lets the agent reproduce the problem at once. Add a screenshot. That usually turns a back-and-forth of several messages into a single answer, and it is often quicker in chat than on the phone when the issue is a setting support can walk you through on screen. When a problem returns, reply to the old conversation instead of starting a new one, because replying reopens the ticket. For payment errors, check with the processor first, and on Pro, start a video call from the app for anything visual.

What Pro adds: priority, video calls and setup help

Pro moves requests up the queue on every channel, especially in busy periods. Every Pro account also gets setup assistance, account optimization, growth and SEO guidance, and an in-app button that starts a video call with screen sharing, all of which the pricing grid lists as Pro only. For a busy practice, the priority queue is the least of it. The setup help and the video calls matter more, because a correctly configured account generates far fewer support questions in the first place. Screen sharing makes a video call the quickest way to fix a Booking Page or calendar setting.

The growth and SEO calls are one-to-one sessions aimed at online visibility and more bookings. Think of them as onboarding for marketing: Reserve with Google, reviews and Book Now buttons. Free users are not left out of onboarding, though. Free demos are 30-minute video calls with screen sharing, and the team stays as long as needed. Book one before setting up a team account. The person running it can point out choices that are hard to undo, such as the Booking Page address or whether a clinic needs Setmore Health from day one.

The help center, and where it falls short

The help center holds step-by-step articles and setup guides in English, Portuguese and Spanish. Setmore's FAQ and community pages describe it as more than 100 articles, and we read 214 English ones, most dated July to September 2026. They cover getting started, appointments, the calendar, services and classes, team, customers, the Booking Page, account and plan settings, integrations, reminders, payments, the mobile apps and Connect, with a launch checklist tying them together.

The weak spot is consistency. Some pages contradict others: one says text reminders need Pro while another lists them without a plan, and several Zapier pages describe Google Sheets in place of their own app. The API help still lists update and cancel calls that the specification lacks. Older pages also describe plans, limits and features that have since changed. When a help article is at odds with the pricing page, treat the pricing page as current and confirm the rest with support. Beyond the articles, Setmore runs beta sessions where customers try new features and integrations first. Feature requests go to morefeatures@setmore.com and integration requests to moreintegrations@setmore.com. There is no public user forum on the pages we read.

Billing, refunds and canceling Pro

Billing cycles and payment methods

Pro billing starts on sign-up day and renews automatically for the chosen period, and billing details can be updated in the account at any time. Switching the billing cycle is done by emailing help@setmore.com, and a move from monthly to annual takes effect at the end of the current monthly cycle. On annual billing Pro costs $5 a user a month instead of $12. For a team of four, that cuts the yearly bill from $576 to $240, by our arithmetic. Few emails pay better. In the US, Pro upgrades accept Visa, Mastercard, American Express, Discover, JCB, Diners Club and Maestro; Europe adds UnionPay, and some regions offer Apple Pay and Google Pay.

The guarantee, and its limits

New Pro members get a 30-day money-back guarantee if they downgrade and ask within 30 days, for web upgrades only ^[4]. Refund requests must go by email with the subject line trial period refund, and refunds take three to five business days with no processing fee. On annual plans, the Pro help article allows a refund only when requested in the same month as the upgrade or renewal. Outside the guarantee, subscription payments are generally non-refundable and reviewed case by case. So start on monthly billing if you are unsure, then switch to annual once you are sure, rather than paying for a year upfront and hoping for a refund.

App stores and canceling

Subscriptions bought through the App Store or Google Play must be managed in the store, and Setmore cannot refund them; the money goes back through Apple or Google. You can cancel Pro at any time, with no exit fee, and downgrading returns the account to Free as long as it fits within four users. On Android an app-store downgrade applies immediately. On iPhone it waits for the period's end.

Logins, privacy and your data

Getting back into your account

Lost passwords are recovered with a reset link sent to the account email, and Setmore recommends changing your password at least every six months. Passkeys on the web app are another option. Owners and admins can change other users' login emails, but only support can change the owner's own login email, and mobile users must contact support to change theirs. Two accounts cannot share one email. Accounts that signed up by email after 23 February 2026 must verify the address, Pro users included, while sign-ups through Apple, Google or Facebook are verified automatically. Two-factor authentication is switched on from desktop or web and applies on all devices.

Privacy, deletion and exports

Setmore is based in the United States and acts as a data processor, with the business as data controller. An EU Data Processing Addendum can be signed, and privacy questions go to the privacy team by email. Personal data deletion requests are fulfilled within 30 days, but after you deactivate an account Setmore keeps copies of some information to meet legal obligations, such as payment records. Export what you need first. Customers export as a CSV file sent to the owner's email, reports as XLS from the browser, and payment history as a spreadsheet. Staff or service data needs an email request to the privacy team.

Payments, taxes and your customers' questions

An Action required message in the payments section comes from Square, Stripe or PayPal, and Setmore cannot see the cause. The quickest fix is to log in to the processor directly, complete whatever verification it asks for, and only then come back to Setmore support by chat or email if payments still fail. Taxes work the same way. Setmore provides no tax forms; 1099-K forms come from Square or Stripe. Payment history downloads as CSV, and a refund appears as two line items, so send your accountant the export, not a support ticket.

Refunds to your own customers are issued from the appointment's payment history, show as Refunded there, and take five to ten business days to reach them. Setmore does not refund deposits automatically after a cancellation, so write your deposit rules into the booking policy checkbox. Disputes can then be settled against terms the customer accepted. Your own customers never contact Setmore. They cancel or reschedule from the button in their confirmation and reminder emails or from the Booking Page, and your cancelation policy can allow it anytime, up to a week before, or never. If a customer cannot book, check lead time, working hours and the booking window before calling support.

Health, developers, Enterprise and other languages

Setmore Health accounts get support from staff with extra training in health privacy. Support cannot convert an existing account to Setmore Health, though, so plan the account type before you begin; Health also removes the cancel and reschedule links from notifications. Developer and API questions go to api@setmore.com, and the developer page says a 24/7 human support team handles them. Enterprise accounts get 24/7 support, complimentary training and a key account manager, and quotes typically follow within 24 hours of the first meeting. The help center is available in English, Portuguese and Spanish, and the app runs in English, French, Spanish and Portuguese.

Live Receptionist is not Setmore support

Live Receptionist is a paid add-on that answers your customers' calls. It is distinct from Setmore's free 24/7 support for account holders, so do not confuse the two numbers. US-based receptionists answer calls 24/7 in English or Spanish, book appointments into Setmore, answer questions and route urgent calls. Callers' details sync to your CRM with notes and tags, and Spanish calls are logged for you in English.

The pricing page lists it at $99 a month, US only. Extra minutes cost $2.25 each, billing is month-to-month and there are no contracts or early termination fees. New customers get 50% off the first month, and every account includes Setmore Pro. With half off the first month, the first year costs $1,138.50 and a full year after that $1,188, our arithmetic, about as much as nearly twenty Pro users on annual billing. HIPAA call handling needs a Setmore and Live Receptionist Health account, and call recordings stay in the inbox for 90 days.

What reviewers say about support

Support is the part of Setmore its reviewers mention most. In the 100 most recent Trustpilot reviews we sampled, support came up in 32, and 98 of the 100 were five-star. Login or account topics appeared in six, and a one-star review was the only negative one in the sample. The reviews praise the people who answered as much as the software, which suggests that customers who needed help came away satisfied. On Capterra and G2 the ratings are positive too, but we did not read the review text there, only the indexed ratings and counts.

Setmore next to Calendly, Acuity and Square

Calendly Free gets email support only, paid plans add live chat, Teams includes 24/7 live chat, and phone support is Enterprise only. Acuity offers email support in six languages, live chat in English on weekdays from 4 a.m. to 8 p.m. Eastern, a chatbot that hands off to an advisor, and no phone support. Setmore's human-only, 24/7 phone line on Free stands out against both. An Acuity customer with a weekend problem can email. A Setmore customer can pick up the phone. Square's appointments pricing page we read does not describe support hours, so ask Square directly if that matters. Our Setmore vs Calendly comparison covers the rest of that match-up.

The bottom line

Setmore's customer service is its strongest feature: people, not bots, by phone, chat and email at any hour, even on the Free plan. Use chat for speed, email for billing and refunds, and Pro's video support for setup. Start Pro on monthly billing if you are unsure, and export your data before you ask for deletion. Just do not confuse Setmore's support line with Live Receptionist, which answers your customers. For what Pro costs at your team size, see our Setmore pricing guide.