Getting Help & Support
Whether you are stuck on something, found a bug, or have a brilliant idea for a new feature — here is how to reach us and what to expect.
All the Ways to Get Help
We are a small team that genuinely cares about helping churches succeed. Here is every way you can reach us or find answers on your own.
Email Support
Our support email is support@vitals.church. Real humans who understand church life — not a chatbot, not a ticket queue that disappears into a void. When you email us, a person reads it and responds.
Response Times
We aim to reply within a few hours during business days (Monday through Friday, 9 AM – 5 PM CT). Most emails get a response the same day. Weekends and holidays may take a bit longer, but we monitor for urgent issues on Sundays since we know that is your biggest day.
What to Include When You Contact Us
The more context you give us, the faster we can help. Here is what makes a great support email:
- What happened: Describe what you were trying to do and what went wrong. “I tried to connect Planning Center and got an error message” is perfect.
- What you expected: Tell us what you thought should have happened. This helps us understand if something is broken or just confusing.
- Screenshots if possible: A picture is worth a thousand words, especially for error messages. On a Mac, press Cmd+Shift+4 to capture a selection. On Windows, use the Snipping Tool or Win+Shift+S.
- Your church name: This helps us pull up your account quickly so we can look into the issue right away.
Feature Requests
Have an idea that would help your church? We love hearing them. Some of our best features started as an email from a pastor saying “wouldn't it be great if...”
Email us at support@vitals.church with “Feature Request” in the subject line. Tell us:
- What you would like to see: Describe the feature in your own words. Do not worry about technical details — just tell us what you wish Vitals could do.
- Why it matters to your church: Context helps us prioritize. “Our denomination requires quarterly baptism reports” hits different than “it would be cool to have.”
- How you handle it today: Knowing your current workaround helps us design a better solution.
We read every feature request and respond to let you know where it lands on our roadmap. No promises on timelines, but we genuinely consider every idea — and many of them ship.
Bug Reports
Found something broken? We want to know about it. Email support@vitals.church with “Bug Report” in the subject line and include as much of the following as you can:
- Steps to reproduce: What did you click or do right before the issue appeared? Walk us through it like we have never used the app before.
- What you saw: Error message, blank page, wrong number, unexpected behavior — describe it or screenshot it.
- What you expected to see: What should have happened instead?
- Your browser and device: Chrome on a Mac? Safari on an iPad? This helps us track down browser-specific issues.
Do not worry if you cannot provide all of this. Even a quick “the dashboard is showing last week's numbers” gives us enough to start investigating. We would rather get a brief heads-up than no report at all.
Onboarding Help
New to Vitals? We offer free onboarding calls to help you get set up. This is not a sales pitch — it is a 20-30 minute video call where we walk through your specific setup together.
During the call, we can help you:
- Configure your organization and campuses
- Connect your integrations (Planning Center, PushPay, YouTube)
- Choose which metrics to track for your church
- Set up your team with the right permissions
- Import historical data so you see trends right away
- Answer any questions about how to get the most out of Vitals
Just email support@vitals.church with “Onboarding Call” in the subject and we will find a time that works for you.
This Knowledge Base
You are already here! The knowledge base covers everything from initial setup to advanced configuration. Browse the categories on the main KB page or search for what you need.
Here are some of the most popular articles to get you started:
Connecting with Other Churches
One of the best parts of using Vitals is knowing you are not alone. Hundreds of churches are tracking the same kinds of metrics, asking the same kinds of questions, and figuring out the same kinds of challenges.
We are building a community where churches can share what they are learning from their data — what metrics actually move the needle, how to present numbers to a board, and how to use data without losing the heart of ministry. Stay tuned for more on this, and in the meantime, do not hesitate to ask us how other churches are using a specific feature. We are happy to share anonymized examples.
Urgent Issues
Data looks wrong right before a board meeting? Integration broke and you need the numbers for a presentation this afternoon? We get it — timing matters.
Email us at support@vitals.church with “Urgent” in the subject line and we will prioritize it. Include:
- What is wrong and how it is affecting you right now
- Your timeline (e.g., “Board meeting at 7 PM tonight”)
- Screenshots of the issue if you can grab them quickly
We know how stressful it is when technology does not cooperate right when you need it most. We will do everything we can to help you get back on track quickly.
Not Sure Where to Start?
If you are not sure whether to search the knowledge base, send a feature request, or report a bug — just email us. We will figure it out together. There is no wrong way to ask for help.
Email support@vitals.churchRelated Articles
Still have questions? Email us at support@vitals.church — we usually reply within a few hours.