We encourage all customers to chat with support for help with software questions and issues: click Chat With Us from the Support Portal.

Additionally, our online case portal (Case Central) allows you to review closed tickets, or log notes and attachments in open cases you’re still working on.

Depending on your Support access, you can contact Customer Support via Phone (see below) or Case Central.
 
Phone Support:

Please note, we recently updated our phone menu and consolidated our phone numbers for K-12 ON Products, Smart Tuition, Awards Management (formerly Academic Works), Everyday Hero, Luminate and MicroEdge into a single Blackbaud phone number to provide you with a better Support experience. Please review the menu below carefully as our menu options have changed.

 

  1. Call the appropriate number below and press 1 for Support:

North America*:  800.468.8996, 
press 1 for Support

Europe

Asia Pacific

*Visit Contact Us for additional calling options to the North America office
 

  1. You will be prompted to:
  • Enter your existing case number (if you have one) followed by # 
  • Enter your site ID (found on your invoice, statement, and in your Blackbaud.com profile) followed by #
Note: If you do not know either number, press #.
  1. Then select the appropriate sub-menu to reach the Support team: 


For support on Fundraising and CRM solutions, press 1

  • For support on Blackbaud Raiser’s Edge NXT or Raiser’s Edge, press 1
  • For Blackbaud CRM or TeamApproach, press 2
  • For Altru, press 3
  • For Luminate CRM, press 4
  • For eTapestry, press 5

 
For Financial, Award and Grant Management solutions, press 2

  • For support on Blackbaud Financial Edge NXT or Financial Edge, press 1
  • For Award Management or Stewardship Management, press 2
  • For Blackbaud Grantmaking, formerly GIFTS Online, or Blackbaud Outcomes, press 3
  • For Donor Fund Management, formerly DonorCentral, or FIMS, press 4

 
For Marketing, Advocacy and Peer-to-Peer solutions, press 3

  • For support on Blackbaud Luminate Online, TeamRaiser or Attentive.ly press 1
  • For Online Express, press 2
  • For NetCommunity or Solutions on Wordpress, press 3
  • If you are an organization using JustGiving or everydayhero, press 4. If you are an individual using JustGiving or everydayhero to raise funds, please go to justgiving.com or everydayhero.com for consumer assistance.
  • For Internet Solutions or Direct Marketing, press 5
  • For Sphere, press 6

 
For Payment Services solutions, press 4
 
For Education Management solutions, press 5

  • For Education Management solutions, including the “on” suite, press 1
  • For Tuition Management, including Blackbaud Smart Tuition, press 2
  • For Education Edge, press 3
  • For Student Billing, press 4
  • For SmartAid, press 5


For Analytics solutions, press 6
 
For Employee Giving and Volunteering solutions/software, press 7
 
For Church Management solutions, press 8

  • For support on Blackbaud Church Management, press 1
  • For Seraphim, press 2
For Reeher (available 8am to 5pm Central) dial 651-313-6000, option 2