Learn what to expect after contacting Alma Support, including how to track your request and response times.
How to Contact Support
Provider Support Hub
The Provider Support Hub is a resource center inside the Alma Portal. Providers can log in to the Alma Portal to use the hub and complete several tasks:
- Access articles
- Connect with a virtual assistant
- Create support tickets
- Resolve requests
To access the Provider Support Hub and submit a request,
- Click the Explore tab in the upper, right corner of the Alma Portal.
- Select Support Center to open the Provider Support Hub.
- Select + New request from the main page.
To learn more about the Provider Support Hub, see How to Use the Provider Support Hub.
Alma's Virtual Assistant
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 and click the Explore tab in the upper, right corner.
- Select Support Center to open the Provider Support Hub.
- From the Provider Support Hub homepage, you can view your open and resolved requests.
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.
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 requests 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.