You can contact us through the Benny chatbot inside Latitude or email Support directly.

Chat with Benny

Benny is Latitude’s in-app support assistant, powered by Fibi.

You can use Benny to ask questions, find help articles, troubleshoot common issues, or contact the Latitude Support team.

Benny can also direct you to our ticket creation portal, or you can browse to https://tickets.get-latitude.com to create one yourself.

Live Support Hours

Live chat with the Latitude team is available through Benny from 9:00 a.m. to 5:00 p.m. Eastern Time.

During live support hours, Benny can connect you with a member of the Support team when additional help is needed.

Support Outside Live Hours

Benny remains available outside live chat hours.

He can answer many of the most common questions customers have, including issues related to:

• Connecting LinkedIn accounts

• Scheduling and publishing posts

• Analytics

• Company Pages

• Account access

• Plans and billing

• Common troubleshooting steps

When Benny cannot resolve an issue, he can collect the details and escalate it to the Latitude Support team for follow-up.

Contact Support by Email

You can also contact Latitude Support directly by email at:

support@get-latitude.com

Email may be the best option when:

• You cannot sign in to Latitude

• The in-app chatbot is unavailable

• You need to include detailed background information

• You are reporting an issue that affects multiple accounts or users

• You need help with data deletion or account closure

• You want to attach screenshots or other supporting information

What to Include in a Support Request

Providing complete information helps the Support team investigate your issue more quickly.

Account Details

Include:

• The email address associated with your Latitude account

• Your workspace or organization name, if applicable

• The affected LinkedIn profile or Company Page

• Whether the issue affects one account or multiple accounts

Do not send your Latitude or LinkedIn password.

Describe What Happened

Explain:

• What you were trying to do

• What you expected to happen

• What happened instead

• Whether the problem happens every time or only occasionally

• The approximate date and time the issue occurred

• Any troubleshooting steps you already tried

Include Screenshots or Errors

When possible, include:

• A screenshot or screen recording

• The full error message

• The page or feature where the issue occurred

• The post’s scheduled publication time and timezone, when reporting a publishing issue

• Your browser and device, when reporting a performance problem

Avoid including passwords, payment card numbers, or other sensitive information in screenshots.

Report a Publishing Problem

When a post does not publish, include:

• The affected LinkedIn profile or Company Page

• The date and time the post was expected to publish

• The account’s posting timezone

• The post’s current status in Latitude

• Any error shown on the post

• Whether you re-authenticated the LinkedIn account

• Whether you manually rescheduled the failed post

For troubleshooting steps, see Why Your Post Didn’t Publish and How to Fix It.

Report an Analytics Problem

When analytics appear missing or incorrect, include:

• The affected LinkedIn account or Company Page

• The date range selected in Analytics

• The posts or metrics that appear to be missing

• Whether Analytics are enabled for that specific account

• When the data last updated

• A screenshot of the Analytics page

Remember that Analytics must be enabled separately for every account you want to track.

Report a Billing or Licensing Question

For billing or subscription questions, include:

• The email associated with the subscription

• Your workspace name

• The plan you currently have, if known

• The charge or invoice date

• A brief description of the issue

Do not send your full payment card number.

Contact Latitude Sales rather than Support when you want to:

• Upgrade your plan

• Purchase additional team seats

• Add more LinkedIn account connections

• Enable a feature available only on certain licensing tiers

• Discuss a team, agency, or managed-services plan

Report a Security or Privacy Concern

Contact Support promptly if you believe:

• Someone accessed your Latitude account without permission

• A team member can see an account they should not have access to

• A connected LinkedIn account was added or used unexpectedly

• Sensitive information may have been exposed

• You need to request deletion of your stored Latitude data

Include enough information to identify the affected account, but do not send passwords or other authentication credentials.

What Happens After You Contact Support

Benny may provide an immediate answer or guide you through common troubleshooting steps.

When the issue requires further investigation, Benny will escalate it to the Latitude Support team. You can also email Support directly at any time.

The Support team may ask for additional details, screenshots, or confirmation of account ownership before making account-level changes.