Hotmart customer service telephone number — expert guide

Overview: where Hotmart places telephone support in 2025

Hotmart, founded in 2011 by João Pedro Resende and Mateus Bicalho, is a global platform for selling and distributing digital products. The company’s customer support model has been intentionally digital-first: primary channels are the Help Center (https://help.hotmart.com) and in-platform messaging. That means there is no single public, universal Hotmart telephone number that will serve every buyer, seller or affiliate worldwide.

Telephone contact does exist in practice, but it is selective and context-dependent. Phone callbacks and direct account manager lines are generally available to enterprise clients, high-volume sellers, or in dispute/chargeback cases when a synchronous conversation materially speeds resolution. For most standard issues (password resets, delivery problems, refunds, payout questions), Hotmart’s ticketing system and live chat are the documented first steps.

When a telephone call is possible and appropriate

You can expect phone support in three common scenarios: (1) you are an enterprise/partner with a Hotmart-assigned account manager; (2) a high-value transaction or escalated fraud/chargeback requires phone verification; (3) a legal/compliance or governmental request where phone contact is part of the escalation. Hotmart’s internal policy reserves voice resources for cases where asynchronous channels cannot safely or efficiently resolve the issue.

If you think your situation qualifies for a callback, prepare to ask for it from the Help Center ticket interface. For sellers with a dedicated account executive, the executive’s direct line or corporate extension is the correct route; for other users, the support team will decide whether to initiate a timed callback and will provide the phone number or schedule a Zoom/Teams session as needed.

How to request a callback — step-by-step

Requesting a phone call is a deliberate process. Use Hotmart’s official help portal (https://help.hotmart.com) and follow these steps to increase the chance of receiving a callback instead of only a ticket reply.

• Log into your Hotmart account and click Help Center / Contact Support. Submit a ticket from your authenticated user profile so support can see your account history.
• Choose the correct category (Payments, Sales, Product Delivery, Chargebacks). Provide precise identifiers—order code, product ID, buyer email, date/time of transaction, and gross amount—to make escalation justifiable.
• In the message body clearly request a callback, explain why synchronous communication is required (fraud, urgent legal deadline, payment reversal), and list your available times and country dialing code (e.g., +55 for Brazil, +1 for USA).

Support teams prioritize callback requests where the user supplies clear, verifiable information and a legitimate time window. If the case meets escalation criteria, Hotmart will respond through the ticket with a scheduled time and a verified telephone number or a secure meeting link.

What to prepare before a phone call

Efficient phone resolution depends on preparation. Have the following items readily available before asking for a call or accepting one: transaction/order ID, product ID or URL, buyer/seller email, screenshots of the issue (payment receipts, error messages), dates and UTC timestamps, and the last four digits of any card involved. Also note the exact amount (gross and net), currency, and any affiliate or coupon codes that applied.

• Transaction/order code, product URL, buyer/seller emails, transaction date/time (UTC), gross amount and currency.
• Screenshots or PDFs of receipts, payment processor messages, chargeback notices, and device/OS details (browser, mobile app version).
• Any previous ticket numbers and the outcome of earlier troubleshooting steps—this avoids repetition and speeds escalation.

Providing these details in the initial ticket reduces hold time on the phone and lowers the likelihood of follow-up requests. For chargebacks or fraud investigations, Hotmart may ask for signed affidavits or proof-of-delivery within specific time windows imposed by payment processors.

Response times, escalation expectations and best practices

Typical Hotmart response rhythms: live chat can produce immediate replies during business hours; a first ticket response is commonly 24–72 hours depending on volume and language; escalations can take 3–10 business days if external payment processors or legal review are involved. These are general timelines—complex investigations (cross-border chargebacks, tax or legal matters) can require longer.

To shorten cycles, be precise: attach the evidence, use English or the support language that matches your account region, and indicate regulatory deadlines (for example, a 10-business-day window to respond to a dispute). If you are a large seller or enterprise partner, ask your account manager for Service Level Agreement (SLA) details and a dedicated escalation workflow.

Other official contact points and corporate matters

Always initiate contact via Hotmart’s official sites: the main corporate portal is https://www.hotmart.com and the support portal is https://help.hotmart.com. For press, legal or enterprise partnership inquiries, use the contact forms on the corporate site so requests can be routed to the appropriate department. Hotmart maintains regional offices and partner teams but routes external inquiries through these web forms to ensure security and traceability.

If you are unable to get a satisfactory result through normal channels, collect all ticket IDs and timestamps and request escalation to the Hotmart complaints or quality team through the Help Center. For matters involving compliance, taxation, or litigation, consult a local attorney and provide Hotmart’s legal department the formal notice via the channels indicated on the corporate site.