Learn what to expect after contacting Alma Support, including response times and how to track your request.
Response Timing
After you submit a support request, allow up to 48 hours for an initial response from our team. Some requests may take longer depending on complexity.
Note: When you get in touch with Alma via the Help button on any page of our Support Center, Alma’s virtual assistant will first ask you a series of questions to collect relevant information for your request. Once your request has been submitted, you’ll receive a ticket ID number from the virtual assistant. Please answer all questions to ensure your request is created and submitted properly.
How to Track a Support Request
To track a request,
- Log in to the Alma Portal
- Go to the Support Center
- Click your profile name in the upper-right corner
- Select Requests to view your open and resolved requests
Frequently Asked Questions (FAQs)
I submitted a request, but I don’t see it yet. Why?
It may take a few minutes for your new support request to appear. Try refreshing your browser to see the most recent update.
Why don’t I see older requests anymore?
To keep responses clear and avoid confusion, we work related requests together.
If you submit multiple requests, we may:
- Combine related questions into a single request
- Close older requests that may no longer be visible
Your most recent request will have the current status and responses. For the fastest resolution, we recommend waiting for a response on an existing request rather than submitting a new one.
Can I call Alma Support?
Alma does not offer a general support line.
- Providers: For certain inquiries that don’t require coordination with insurance payers or other teams, you can schedule a call at least 48 hours in advance. To schedule a call, see: Schedule a Phone Call with Support.
- Clients: You can request a phone call by contacting support through the Help button.