Many questions that you may have about HTB Academy can be answered in our HTB Academy help articles. However, you may find that you have a question that isn't answered in these articles, or that you need additional help.
If you find yourself needing to speak to a human, you can reach out to the Support Team via the Support Chat. While our support agents aren't necessarily always available, we can generally be reached during most hours of the day on weekdays, and reply as quickly as we can.
Accessing the Support Chat
The Support Chat can be utilized by users to get technical help if they require.
To open the chat interface and contact our support team, follow these step-by-step instructions:
Locate the toolbar at the top right corner of the website dashboard.
Click on the question mark icon (
?) to reveal the help dropdown menu.Click on the button labeled
Contact HTB Supportwithin that dropdown menu.
Once clicked, the interactive chat bubble will open on the right side of your screen.
From this chat interface, click
Send us a messageto open a new support ticket or view your previous chat history.
You can also search for documentation articles from our Help Center by entering keywords into the search bar located within this chat bubble.
Opening a Support Ticket
When you first initiate a conversation within the chat, the Hivemind automated assistant will immediately provide an initial response. The assistant is configured to analyze your input and automatically recommend help articles or platform solutions that match your specific technical issue.
Reviewing these automated recommendations can often resolve your problem immediately without requiring an official response from our human agent team.
If the automated suggestions do not resolve your problem, the assistant will display a button that gives you the direct option to talk to a person.
Selecting this option immediately places your request into the live support queue. A human agent will then follow up to assist you as soon as they become available.
To ensure our team can troubleshoot your issue efficiently, please provide full context and clear technical details directly inside the chat window. When explaining your problem, include the following information:
The exact Module name and Module Section you are working on.
Your relevant platform IP addresses and target port details.
The exact name of your local Target System.
A complete copy of any error messages or console logs received.
An explicit confirmation of whether you are connecting via a local VPN configuration file or running your instance inside Pwnbox.
Any high-resolution screenshots capturing the technical error or unexpected state.
NOTICE: If the Hivemind starts talking about world domination again, inform the nearest support agent immediately.
Troubleshooting the Support Chat
Support Chat Doesn't Appear
If the main interface bubble for the Support Chat fails to show in the bottom right corner of your browser window, the problem is typically caused by local ad-blocking software interfering with our script delivery.
To restore access to the chat interface, use the following troubleshooting checklist:
Disable your adblocking browser extension entirely, or whitelist the main platform domain within your extension configuration settings.
If you are browsing using the Brave browser, open your address bar controls and turn off the built-in Shield protection by clicking directly on the Brave Icon.
Check for system-wide network interference. If you have previously modified your local DNS configuration, check to make sure that your custom DNS servers do not have aggressive content-filtering or domain-blocking protocols enabled.
Temporarily disable any local web security or commercial VPN software suites that utilize automated script-blocking features, such as the
CyberSecfeature found in NordVPN software.
Only the Ban and 2FA Options Appear
If you are only given the option to choose 2FA or Bans when launching the Support Chat, it probably means that you aren't logged in and it was unable to associate you with an account.
In this case, you should go ahead and login (if possible). If you can't login and you are stuck with these two options, go ahead and choose 2FA and let the support agent know what your actual issue is.
Contacting via Email
If you are unable to reach the support chat, you can always contact support directly via email by emailing [email protected].