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 9:00am-5:00pm EST (GMT -05:00)
Appears in the lower right hand corner of every page, when online.
Provides answers, knowledge and guidance for frequently asked questions.
Our technical support team will be closed on the following upcoming 2019 US Holidays. Holidays for next year (2020) will be published on January 1, 2020.
2019 Observed Holidays
Monday, February 18, 2019
Friday, April 19, 2019
Monday, May 27, 2019
Thursday, July 4, 2019
Monday, September 2, 2019
Monday, October 14, 2019
Monday, November 11, 2019
Thursday, November 28, 2019
Friday, November 29, 2019
Tuesday, December 24, 2019
Wednesday, December 25, 2019
Thursday, December 26, 2019
Tuesday, December 31, 2019
Wednesday, January 1, 2020
Our annual company summit will occur from June 28, 2019 through July, 13 2019 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 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. Internet Explorer users must have version 11.0 or higher or (better yet) switch to Google Chrome or Mozilla Firefox.
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.
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.