Contacting Residex Support
📘 BUSINESS HOURS: Mon-Fri 7:00 am - 5:00 pm CST (Holidays may affect these hours) The Residex Software support team is available to assist you via email or phone.
Before You Contact Us:
Please have your Residex ID ready. You can find it in the upper right corner under your campus name. To allow our team access to your database for troubleshooting, navigate to your name in the upper right corner > Support > Grant Support Access.
Email Support (Recommended)
support@residex.ai
We prefer email because it lets our support team look into your issue and keep documentation for future reference.
Suggested Support Email Template
When emailing support@residex.ai, please include the following so we can assist you quickly:
- Residex ID — Found in the upper right corner of the app under your initials or profile photo
- Campus name — The location experiencing the issue
- Description of the issue — What happened, what you expected, and any steps you've already tried
- Resident or staff initials — If the issue is tied to a specific individual (initials only — do not include full names, dates of birth, or any other identifying information)
If your issue requires urgent attention, add URGENT to the beginning of your subject line so our team can prioritize your request. Please reserve this for situations where a time-sensitive issue is impacting care or operations so we can make sure it gets the attention it truly needs.
If your community is currently in survey, add SURVEY to the beginning of your subject line so our team can prioritize your request accordingly.
The more detail you provide, the faster we can help!
Emergency Phone Support
866.512.8369 x2
When you reach our voicemail during business hours (7 AM - 5 PM CST), you have three options:
- Visit go.residex.ai to access our self-help portal
- Send an email to support@residex.ai
- Leave a detailed voice message including your name, facility name, facility ID, and the reason you are calling
We'll respond to voicemails the same business day, either by email or phone call, depending on what's most effective for your issue.
NOTE: All training and implementation services are provided only during normal business hours.