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 9:00am-5:00pm EDT (GMT -04:00)
Appears in the lower right hand corner of every page.
Instantly connects to a representative - not a bot, a real human!
Every email is answered within 48 hours or less - usually faster!
Monitored for incoming messages every day of the week, including after hours & holidays
Most responses issued within a few hours and some within just a few minutes
Provides answers, knowledge and guidance for frequently asked questions.
Our technical support team will be closed on the following upcoming 2020 US Holidays. Holidays for next year (2021) will be published on January 1, 2021.
2020 Observed Holidays
Friday, July 3, 2020
Monday, September 7, 2020
Monday, October 12, 2020
Wednesday, November 11, 2020
Thursday, November 26, 2020
Friday, November 27, 2020
Thursday, December 24, 2020
Friday, December 25, 2020
Thursday, December 31, 2020
Friday, January 1, 2021
Our annual company summit will occur from June 26, 2020 through July, 12 2020 which results in longer response times during this period.
What is the fastest way to get technical support?
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 HTML5 compliant web browser for security, speed, and feature compatability. We support the current version and two (2) prior versions of the four (4) major web browser - Google Chrome, Mozilla Firefox, Apple Safari, and Microsoft Edge. We 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. We do not support the embedded AOL browser. Internet Explorer users must switch to using Microsoft's newer web browser called Microsoft Edge.
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.
Unfortunately, we've discontinued phone support. Using software is a visual process. We frequently need to send you screenshots, links to resources, pictures or interact with you electronically while you're using the system to find out what is happening on your device and/or provide you guidance. We simply can't do that over the phone. If you need real time assistance, Live Chat is the way to go so we can follow along with you and walk you through any operation you're seeking to perform.
Screen Sharing Info
When directed by a member of our Technical Support Staff, use the link below to access our screen sharing technology system.