Support Policy

FlightCog does NOT presently offer Customer Service or Product Support by telephone. We do, however, offer limited pre-sales support between the hours of Monday through Friday 10 AM to 4 PM, Eastern Time. We handle all Customer Service and Product Support inquiries directly on our website using our support system.

Our support hours are weekdays between the hours of 10:00 AM and 4:00 PM, Eastern Time. No support is offered on the weekends. Our Support Team is comprised of a mix of both pilots and normal people (non-pilots). All of whom are highly experienced and qualified to help you as quickly as possible.

Using Our Support System

Located at the bottom right corner of your screen, click on the "Help Beacon." Clicking on the beacon icon will provide you direct access to our Help Docs site, which contains support articles on many important topics. If you don't see an article that answers your question, simply send us a direct message by using the Help Beacon. 

When a Support Request is sent to us. The request is instantly delivered to the correct support staff member. This ensures that you reach someone who can actually help you with your query. 

Typically, inquiries sent between the hours of 10-4 PM Eastern Time, Monday – Friday are normally answered within a few hours. However, sometimes we do get busy and it may take some extra time. So, please be patient.

Once you land at our Help Docs Site, you’ll have the opportunity to navigate the site to see if you can find the answer to your support inquiry. If you still cannot find the answer you’re looking for, simply send us a message. Each page you land on within our Support Site will offer you the opportunity to submit a support inquiry. Just click Help Beacon in the lower right corner of your screen.

Divergent Support Beacon

Support By Phone

We don’t offer on-demand telephone support because we truly believe it wouldn’t be possible to provide the same effective assistance over the phone. We have decided to keep our support online for a few reasons.

  1. We can instantly view your orders, subscriptions, billing information, product details, account activity, and other information so we can troubleshoot effectively.
  2. Sometimes a customer may experience a technical issue or error message from our website that may be difficult to explain. In this scenario, we frequently would ask you to send us screenshots, videos, and links to help us see what you’re seeing. We can also send you screenshots and videos to guide you in the right direction.
  3. It’s faster. We can quickly get to the bottom of your questions without putting you on hold. There’s no music to listen to and you’re not wasting your valuable time waiting on hold with us.
  4. Online support keeps detailed records in one place. This ensures nothing gets lost in translation if we need to escalate your issue. We’ll always have access to previous tickets so you won’t have to repeat your questions.
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