The Neostella Product Support team provides omnichannel support for all your Platform support needs to ensure you can quickly connect with our Team for assistance, engage in our self-service resources, and stay informed of the health and status of our Platform. The best place to start for our Support services is via the Neostella Support Portal:
help.neostella.com
Support Channels
The Neostella Platform Support team offers three ways to engage with our Support Team:
1. Submit a Support Request
We offer easy to use ticket forms to kick off your request. Tell us your issue, attach any helpful info (screenshots, videos, etc) and our team will dive in and engage the proper teams and resources to chart an efficient path to resolution. Customers and Partners can submit support requests directly through the portal. Steps to enroll included in this document.
2. Phone Support
If urgent assistance is required or you prefer speaking directly with our Team, Neostella provides live phone support at the times listed below. Additionally, we have the ability to upgrade any live phone call to a video (Zoom) session during the phone call if needed or desired.
Phone Number: 414-260-2244
Availability: 24 hours per day, Monday through Friday (24/5)
Time Zone: Central Time (CT/CST)
3. Knowledge Base Interaction and Assistance
The Neostella Support Portal includes a comprehensive and up to date Knowledge Base containing product documentation, product release notes for the Platform, troubleshooting guides, and frequently asked questions.
Knowledge Base interactions are available through the portal chat experience. This is conveniently launched from the lower right corner of our Help page once you are logged in with your account from the following icon:
This will launch our interactive Neostella Help Bot, accessing our interactive Knowledge Base and other Support Options, including the ability to connect with a live agent via chat (during Support hours) at any point in the conversation (live late July 2026).
Creating Your Support Portal Account
A Support Portal account is required for submitting requests as well as accessing the Knowledge Base chat functionality.
Step 1: Access the Support Portal & Sign Up
- Navigate to: help.neostella.com
- Select Sign In from the upper-right corner of the homepage.
- Click Sign Up next to "New to Neostella?" to begin registration.
Step 2: Enter Your Information
- A registration window will appear prompting you to enter the following information:
- Full Name and Organization-affiliated Email Address
- After entering your information, select Sign Up
Step 3: Activate Your Account
Check your email for an activation message with the following details:
- Sender Email: support@neostella.zendesk.com
- Display Name: Neostella
- Subject: Activate Account for Neostella
Select the activation link provided in the email. You will be prompted to create a password.
Password Requirements
- Must be longer than five (5) characters and shorter than seventy-two (72) characters
- Cannot be the same as the email address associated with your account
Step 4: Complete Account Setup
- Return to the Support Portal homepage after activating your account.
- Access Knowledge Base articles and support resources as needed.
Platform Status & Health Page
To stay informed about the health and availability of the Neostella Platform, select the Product Status link from the Support Portal home page. This link directs you to: status.neostella.com
The Product Status page provides:
- Real-time platform status updates and active Incident communications
- Scheduled maintenance notifications and service health information
- Historical uptime and availability information
We recommend subscribing to status notifications for the products you use. Subscriptions provide proactive email updates that keep you up to date.