GetResponse Review 2026: What Its Help Desk Is Worth

Before I read a single GetResponse feature page for this review, I read its customers. Trustpilot lists 158 English-language reviews of GetResponse posted between July 30, 2025 and September 22, 2026, and I sorted every one by what it was about. 119 of them thank the support team for something. 46 name the agent who helped, from Adam (12 reviews) and Alice (9) to Kris, Monika and Andrew. Nine mention a video or recording from support.

The software barely comes up. Eleven reviews praise the product without mentioning a person, and most of the 27 complaints are about money or access rather than features. GetResponse's customers aren't reviewing an email tool. They're reviewing the people who help them use it.

So that's how I've reviewed it. The feature tours on page one of search results have been written many times, and the plan-by-plan limits each have their own page on this site. This one asks what help you're buying when you pay GetResponse, how to get the most out of it, and which parts of the deal no agent can change.

My call before the detail

• New to email tools, building your first welcome sequence or funnel: GetResponse is a strong pick, and the reason is the help. Every paid plan, including Starter at $19 a month (up to 1,000 contacts), lists a one-to-one onboarding session alongside email and chat support.
• Moving from another platform with automations and templates to bring: ask for GetResponse's custom migration before you rebuild anything yourself. Its migration page says a customer success agent handles the move, workflows included.
• Already fluent in email tools, sending newsletters and little else: you'd be paying for help you won't use. The GetResponse vs MailerLite and GetResponse vs Kit comparisons price the cheaper routes.
• Whatever you choose: treat billing as the one area where the help desk can't bend the rules. Pick monthly billing until you're sure, and put any downgrade request in before the renewal date.

What 158 reviews are about

Trustpilot's header for GetResponse shows a 4.2 TrustScore from 1,039 reviews: 65% five-star, 26% one-star and 9% in between. It says the company has "No recent history of asking for reviews," and adds a caution worth keeping in mind for everything below: "This company hasn't invited customers recently, so reviews may not be representative." Every review in the list I read carries the label "Unprompted review."

I read the list in order, newest first, and gave each review one label for what it was mainly about:

The labels are my reading, and a different reader would move a few reviews between rows. They wouldn't move enough to change the shape. The positive side of this record is about people, the negative side is mostly about money, and the software sits quietly in the middle.

The praise is specific, which is what makes it useful. In February 2026 one customer wrote that "the rep was working WITH me (not at me) and only me (not juggling several Help threads)," and that Adam "actually read, understood, and reacted to what I wrote." Another, in January, said the technical support team will "respond in less than a minute with human answers." A December reviewer praised help "at all hours of the day (and night)." One from February noted "a valueanble [sic] option to contact a live person that is offered right at the beginning of the chat."

The reviews also show what the help is used for, and it goes well past password resets:

• Building things. "They even help you build automations etc.," wrote a September 2026 reviewer. A first-time user in March thanked Adam, "who supported me in creating and completing my workflow."
• Domains. Four of the support reviews involve a domain: connecting it, configuring it or getting it verified, including one for Meta ads that the customer had failed to fix alone.
• Recovery. In March, one customer "accidentally deleted a mailing list and all the newsletters associated with it," and the support team "was able to restore everything in a short time."
• Recordings. Nine reviews mention a video. In May, one reviewer described Andrew making "a personalised video showing me what to do," and then, when the steps still didn't click, a second agent "used Andrew's video and applied it for me."

That May review carries a small complaint too: the reviewer "was a little surprised that the 'date subscribed' wasn't available by default." A March reviewer who rated the support "solution-oriented" called the product "sometimes slightly behind the market," with designs and mobile layouts "challenging to optimize." When people do mention the software, the praise for the help comes with the occasional reservation about the tool.

The help each plan includes

Here are the support rows from the comparison table on GetResponse's pricing page, as it read on October 8, 2026:

The Starter card on GetResponse's migration page also lists "24/7 support." The same page makes a claim I can't check from outside: "34 seconds or less is our usual chat response time." GetResponse's own site menu describes the team as "5-star-rated." Going by the record above, customers mostly agree.

Read the table for two things. One is that the onboarding session sits on Starter, the cheapest paid plan, so a $19-a-month account has the same onboarding row as a $134-a-month Creator account at 10,000 contacts. The other is where the line falls. Phone, Slack and a named manager are Enterprise-only, and Enterprise is priced by quote. Two of the 158 reviews thank a named Customer Success or Customer Experience Manager; on the price list, a dedicated manager is an Enterprise line.

The Free plan sits outside this table. GetResponse's help center says the chat window and the email support form close when the 14 premium days end; the GetResponse Free plan guide covers what else goes on day 15. If help is the reason you'd choose GetResponse, the free account isn't where you'll get it.

I don't usually put support high on the list when I compare email tools, because the price meters decide most bills. This record changed that for one kind of reader. For someone wiring up their first welcome sequence, a session included at $19 and a desk that builds the workflow with you are worth more than the gap to a cheaper tool.

Getting the onboarding session and migration right

GetResponse's migration page describes two services from the same team.

Custom migration. It starts with "a discovery call with one of our customer success agents," after which "the customer success agent handles the entire process." The page lists what can move: contacts, tags and custom fields, email templates, custom DKIM and DMARC, automation workflows, segments and native integrations. To claim it, you create an account, fill in a survey and book a call. The page also says you can do the move yourself.

Dedicated onboarding. The page describes "1:1 time with a customer success agent, who will walk you through the account," with a "1:1 onboarding session" and "Follow-up communication." Reviewers describe what that looks like. A September 2026 reviewer said that during the onboarding call they "learned how to create and manage newsletters and autoresponders, as well as how to properly connect GetResponse to my domain." A February reviewer said Kris gave "accurate and thorough answers to all my questions during the onboarding call."

How I'd spend it:

1. Bring one job, not a tour. The survey asks what you need: account walkthrough, automation workflows, domain authentication (DKIM, DMARC), importing contacts or segments. On Starter, which allows one automation workflow, pick the workflow. It's the one build Starter gives you, and automations come up in more of the support reviews than any other task.
2. Get the domain done in the same call. It's on GetResponse's own survey list, and four of the support reviews are about getting a domain working.
3. Ask for the fix as a recording. Agents already make them. A video you can replay is worth more than a chat transcript when you come back to the account three weeks later.
4. Hand over the migration list in writing. If you're moving, list every workflow, template and tag group before the discovery call, using the page's own categories, so nothing gets missed.

The software the agents are helping with

The tool itself is priced by contacts. No paid plan lists a cap on monthly sends, which GetResponse's terms place under a Fair Usage Policy. The slider on its pricing page showed these prices on October 8, 2026:

Yearly billing takes 18% off. Starter includes one automation workflow, three users and the AI email generator for up to three uses. Marketer adds the advanced automation triggers (event, purchase and visited URL), A/B testing, scoring and tagging. Creator adds courses, webinars, premium newsletters and the website builder. The plan you need comes down to two numbers, your contacts and your workflows, and this site prices each one separately:

• GetResponse pricing covers the full grid, the yearly discount and what growth does to it.
• GetResponse vs Kit counts workflows, the number that decides Starter or Marketer.
• GetResponse alternatives prices what you'd have to buy elsewhere to leave each plan.
• GetResponse vs Brevo explains how GetResponse counts a contact on several lists.

On reliability, the customer record is mixed but not alarming: 8 of the 158 reviews describe something failing, from a webinar that wouldn't start to automations switching off. Reddit has a sharper version. In March 2026 a post in r/Emailmarketing titled "Avoid Getresponse: Reliability deteriorated drastically" was removed by Reddit's filters, so its full account isn't readable. One reply under it, from u/74omit, gives the other side: "Have been using them for a whiile now, no problems so far."

I don't test deliverability or uptime, and neither the reviews nor that thread are measurements. What the record shows is that a person answers: 46 reviewers came away knowing the agent's name.

What an agent can't change

Fifteen of the 158 reviews are about money: renewals people didn't expect, charges after cancelling, refunds refused. They share a cause, and it's written down. GetResponse doesn't issue refunds; its help center gives the reason that the service is "pay-as-you-go." Plans renew every 30 days, or every 360 on yearly billing. Downgrades, including from yearly to monthly, happen only when Support makes them, through a ticket or LiveChat.

That last rule is also why the help desk matters for billing. The same team that helps build your workflow is the one that has to process a plan change, and the reviews show it can go well. In April a customer wrote that Adam moved them "from the Basic to the Starter plan, and he did it for me with no fuss at all." In February another described a billing issue on returning after a few months: "everything was resolved and new terms were successfully negotiated." That reviewer said the support was one of the main reasons they came back.

What I'd take from both sides: get plan changes done in a ticket, before the renewal date, so there's a written record of the request. The GetResponse pricing guide sets out the refund, renewal and cancellation terms in full, and AWeber vs GetResponse covers what each lets you do when you stop sending.

The limits of reading reviews

• I didn't open a GetResponse account or start a chat for this review. The response time, the length of the onboarding session and what the migration covers in practice are GetResponse's descriptions and its customers' accounts, not something I timed.
• The labels are mine. Each of the 158 reviews got one label for its main subject. A review that praised an agent and grumbled about a feature counts as praise.
• Trustpilot isn't a random sample. Its own note says the reviews "may not be representative," and the English-language list is a slice of a larger record. Trustpilot counts 213 reviews in the last 12 months.
• Stars per review aren't in my capture for every entry. The star figures above are Trustpilot's totals for all 1,039 reviews, not a count of the 158.
• Trustpilot says GetResponse replied to 18% of negative reviews. I didn't count replies, so I can't say which complaints were later settled.

Who I'd send to GetResponse, and who I wouldn't

I'd send: a coach, course creator or small shop setting up email for the first time, with one welcome sequence or launch funnel to build. Start on Starter at $19 for up to 1,000 contacts, book the onboarding session in your first week, and use it on the workflow and the domain. Move to Marketer when you need a second workflow. You can see the current plans on GetResponse's plan page.

I'd also send: anyone leaving another platform with automations, templates and tags they don't want to rebuild. Ask for the custom migration before you touch the export.

I wouldn't send: an experienced sender who only needs newsletters and knows their way around a builder. You'd pay for a help desk you won't open, and at small list sizes the MailerLite free plan or the best free email marketing options cost less. If your setup lives inside a course or funnel platform anyway, my systeme.io and GetResponse comparison is the one to read.

FAQ

Is GetResponse good for beginners? On the evidence of its own customers, yes. Three in four recent Trustpilot reviews thank someone for help, and every paid plan, from Starter at $19, lists a one-to-one onboarding session with chat and email support.

Does GetResponse have phone support? Only on Enterprise, which is priced by quote. Starter, Marketer and Creator get email and chat support and the onboarding session. Phone, Slack and a dedicated Customer Experience Manager are listed for Enterprise alone.

Will GetResponse migrate my account for me? Its migration page describes a custom migration run by a customer success agent after a discovery call. It covers contacts, tags and custom fields, templates, automation workflows, DKIM and DMARC, segments and native integrations. You claim it by creating an account, completing a survey and booking the call.

How fast is GetResponse support? GetResponse says "34 seconds or less is our usual chat response time." I haven't timed it. Reviewers describe replies in minutes, and one in January wrote that the team responds "in less than a minute."

Does the free plan include support? Only during the first 14 days. GetResponse's help center says chat and the email support form close on the Free plan after that.

What are the bad GetResponse reviews about? Of the 158 most recent English reviews, 15 are about billing, renewals, cancelling or refunds, 8 about features failing and 3 about accounts being closed. GetResponse doesn't refund, renews plans automatically and only lets Support make downgrades, so settle plan changes in writing before your renewal date.