For a specific technical support issue and for the fastest response we recommend sending an email to
Frequent Technical Support Questions
How and when is technical support available?
Live Technical support is available 7 days per week in a variety of different methods to suit your needs. We work to make sure that your system is fast and easy to use. We know that time is critical when you have a technical support question so we try to make our staff available via a number of different technical support methods.
We offer technical support via:
Monday-Friday 8:00am-5:00pm EDT (GMT -04:00)
Appears in the lower right hand corner of every page, when online.
The fastest way to receive technical support is by using our online ticketing system by logging into your account and clicking the "GET HELP" option on the right hand navigation menu. If you cannot login, you can also send an email to or use the LIVE CHAT feature in the bottom right hand corner of every page.
My username or password isn't working. What do I do?
If you are getting rejected for a wrong username and/or password, the only way to recover your username and/or password is through the Password Reset Tool. This tool will reset your password and email your both your username and password so you can login again. The HorizonWebRef.com staff cannot recover your username or password as they are both encrypted for security and even we can't read them.
What Internet Browser do I need to use?
HorizonWebRef.com requires that you use a modern web browser for security, speed, and feature compatability. We support the current version and two (2) prior versions of the five (5) major web browser - Google Chrome, Mozilla Firefox, Apple Safari, Opera and Internet Explorer. We strongly recommend that users download (for free) and use Google Chrome to give them a faster and more secure experience on not only our website, but all the websites they visit. Some older browsers may work with the MOBILE VERSION only, if you find yourself needing access in a pinch. We do not support the embedded AOL browser or Internet Explorer 6.0 and will be discontinuing support of Internet Explorer 7.0 in October 2012.
What is a web browser ?
Learn what a web browser is by watching this 1-minute video.
The first thing you'll want to do is check your SPAM or JUNK MAIL folders for our messages. 99% of unreceived emails are caused by intercepted or discarded messages by junk mail filters. We do employ the latest technology to reduce the number of emails that go to Junk Mail, but your individual settings in your Junk Mail preferences may cause stricter enforcement than others. If you are still not receiving mail you can add the domain horizonwebref.com to your safe senders list (whitelist) to grant an exception to our mail servers.
Can I just call you for technical support?
Sure, we can certainly take your calls. We do still recommend using our ticketing system or sending us an email for the fastest and most efficient support, but if you prefer to call us, you can contact our phone support.
+1 (888) 510-0605
+44 (800) 808.5601
+61 3 9020.4519
+1 585.205.2192 International
Monday-Thursday 8:00am-7:00pm EDT (GMT -04:00)
Friday 8:00am-5:00pm EDT (GMT -04:00)
Saturday 9:00am-2:00pm EDT (GMT -04:00)
Average hold time is less than 3 minutes
Phone Support is closed on Sundays and on major United States holidays
Do I have to be near a computer when I call you?
Yes, you should be in front of your computer with our system open so that you can quickly obtain any information we may need to get from you in order to provide you with support.
Screen Sharing Info
When directed by a member of our Technical Support Staff, use the link below to access our screen sharing technology system.