Learn what to expect after contacting Alma Support, including how to track your request and typical response times.
How to Contact Support
The Provider Support Hub
The Provider Support Hub is a resource center inside the Alma Portal where you can access articles, connect with a virtual assistant, create support tickets, and resolve requests.
For steps on reaching Alma Support, see: Contacting Alma Support. To learn more about the hub itself, see: How to Use the Provider Support Hub.
Alma's Virtual Assistant
When you contact Alma using the Help button on any page of the Support Center, Alma's virtual assistant asks a series of questions to collect relevant information for your request. Once you submit your request, the virtual assistant gives you a ticket ID number. Answer all questions so Alma can create and submit your request properly.
How to Track a Support Request
- Log in to the Alma Portal and select the Explore tab in the upper right corner.
- Select Support Center to open the Provider Support Hub.
- From the Provider Support Hub homepage, view your open and resolved requests.
| Note: An open request is still under review by our team. A resolved request has been completed. |
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.
FAQs
I submitted a request, but I do not see it yet. Why?
It may take a few minutes for a new support request to appear. Try refreshing your browser to see the most recent update.
Why do I no longer see older requests?
To keep responses clear and avoid confusion, Alma works related requests together. If you submit multiple requests, Alma may combine related questions into a single request or close older requests that may no longer be visible. Your most recent request has the current status and responses. For the fastest resolution, wait for a response on an existing request instead of submitting a new one.
Can I call Alma Support?
Alma does not offer a general support line.
- Providers: For inquiries that do not require coordination with insurance payers or other teams, you can schedule a call at least 48 hours in advance. See: Schedule a Phone Call with Support.
- Clients: You can request a phone call by contacting support through the Help button.