Procare customer service phone number — definitive guide for administrators

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1 Procare customer service phone number — definitive guide for administrators

Where to find the official Procare customer service phone number

The single most reliable source for Procare’s customer service phone number is Procare’s official website: https://www.procaresoftware.com. On that site look for the “Support” or “Contact” link (typically in the header or footer); the phone number published there is maintained and updated by the company and is the authoritative contact for sales, technical support, billing, and account management.

Because phone numbers and support hours can change, I strongly recommend checking the support page each time you need live help rather than relying on a number stored in a CRM or a stale PDF. If you are a Procare subscriber, your Procare account portal also lists the dedicated support line and any account-specific contact numbers or PINs you must provide.

What to prepare before you call

Preparation cuts average handle time and helps achieve first-call resolution. Have these items available before you dial: your Procare account ID (a 6–10 character account number), the exact software version (e.g., Procare Desktop vX.Y or Procare Cloud release date), the site name and address where the software is used, and a clear description of the problem with exact timestamps of when the error occurred. If the issue affects billing, have recent invoice numbers available.

Many support teams resolve issues significantly faster when callers supply logs and screenshots. Capture error text, copy the exact verbatim error message, and, if possible, export a short log or a CSV of the affected records. Typical successful calls provide: account ID, user ID of the person experiencing the problem, device type (Windows 10/11, macOS 10.15+, iOS/Android), and network details (Wi‑Fi vs wired, outbound firewall or proxy details if relevant).

Checklist (use this when you pick up the phone)

Account ID / customer number (required for verification).

Full legal name of your center and physical address (for multi-site accounts include site code).

Exact product name and version (e.g., Procare Cloud – Release YYYY.MM or Procare Desktop vX.Y).

Screenshots, error messages, and timestamps (copy exact text of any errors).

Recent invoice number or contract ID if the call relates to billing or subscriptions.

Contact phone and email for call-back, and the best hours to reach you (time zone: local and UTC offset).

Typical support scope, response times and escalation

Procare, like most enterprise SaaS/desktop hybrid vendors, segments support across tiers: Level 1 (triage and account verification), Level 2 (product specialists and configuration), and Level 3 (engineering/bug fixes). Industry benchmarks indicate average first-call resolution (FCR) for well-run software support teams ranges from 60% to 85%; for configuration or integration issues you should expect longer times and possible follow-up ticketing.

Escalation timelines are usually: immediate triage on the phone, ticket creation within 0–2 hours, specialist assignment within 4–24 hours, and an engineering review within 24–72 hours for reproducible bugs. If a critical outage affects billing or student attendance records, request an expedited severity classification — many vendors commit to SLA response windows (e.g., 1–4 hours for severity 1 incidents). Ask the support representative to confirm SLA terms and expected next-contact timestamp during the call.

Alternative contact channels and support plans

If you cannot reach customer service by phone or prefer asynchronous help, Procare typically offers multiple channels: an online help center with searchable articles, an email/ticketing system, and live chat for subscribers. The support portal on the official site includes knowledgebase articles, step-by-step guides, and video walkthroughs for common tasks such as attendance exports, childcare tax reporting, and family billing setup.

Paid support plans commonly include premium options: priority phone queue, dedicated account manager, and on-site implementation for enterprise customers. Typical pricing for premium implementation ranges widely — from $500 for a single-day remote onboarding up to $5,000+ for multi-site on-site deployments — so request a written quote that lists hours, deliverables, and travel expenses before committing.

Support portal / knowledgebase: check procaresoftware.com/support for articles and ticket submission.

Email/ticketing: use the portal contact form to create a ticket and attach logs/screenshots.

Live chat: available on-site for many subscribers during published hours — good for short questions and links to KB articles.

Account management: larger customers often get a direct line to an account manager—ask your sales rep for this number if eligible.

Best practices during the call

When you reach a live agent, clearly state: your account ID, the business impact (e.g., “attendance cannot be posted for 150 children; attendance reports due by 5:00 PM”), desired outcome, and any workaround you’ve already tried. Confirm the ticket number and estimated follow-up time before you hang up. If the issue is time-sensitive, politely request an escalation to a supervisor and note the person’s name and the time of the request for audit trails.

Finally, document the outcome: write a short summary in your internal ticketing system, including the Procare ticket number, the name of the support agent, steps taken, and next actions. Good documentation reduces repeated diagnosis on subsequent calls and builds a history that improves future resolution speed.