What are the hours of availability for contacting Cinnabon's customer service by telephone for high severity or critical issues?
Cinnabon Franchise · 2025 FDDAnswer from 2025 FDD Document
| Method of Contact | Types of Issues or Requests | Hours of Availability1 | Response Time |
|---|---|---|---|
| Customer Service Portal (Log in and submit request electronically.) | Low/Medium Severity | 24 hours per day, 7 days per week | Within 8 hours |
| Or submit an email to support | |||
| (poshelp@cinnabon.com) | |||
| Telephone– Normal Business Hours | High Severity; Critical | 8:00 AM EST – 9:00 PM EST, 7 days per week, excluding Thanksgiving | Calls answered live |
| Phone: 844-577-7423 | Day and Christmas Day |
Source: Item 23 — Receipts (FDD pages 114–399)
What This Means (2025 FDD)
According to Cinnabon's 2025 Franchise Disclosure Document, telephone support for high severity or critical issues is available during normal business hours, specifically from 8:00 AM EST to 9:00 PM EST, seven days a week. However, this excludes Thanksgiving Day and Christmas Day. The listed phone number to call is 844-577-7423, and calls are answered live.
This means that if a Cinnabon franchisee experiences a critical issue such as all terminals being down or an inability to process credit card payments, they can call the support line between 8:00 AM and 9:00 PM EST any day of the week, except for Thanksgiving and Christmas. Outside of these hours, or on the excluded holidays, franchisees would need to use alternative support methods, if available, or wait until the support line reopens.
It's important to note that Cinnabon also provides a customer service portal and email support (poshelp@cinnabon.com) for low to medium severity issues, which is available 24 hours a day, 7 days a week, with a response time of within 8 hours. This offers an alternative avenue for less urgent problems that may arise outside of the telephone support hours. Cinnabon also states that hours of availability may be altered at the company's sole discretion.
Understanding the availability and response times for different severity levels is crucial for Cinnabon franchisees to effectively manage any operational disruptions and ensure business continuity. Franchisees should familiarize themselves with these support channels and plan accordingly for potential issues that may arise outside of normal support hours.