Support Options
This page summarizes available support channels and how to get help efficiently. It also outlines what to include in requests so issues can be triaged and resolved faster.
Channels
• Support portal (link placeholder) — Submit product questions, billing requests, and technical issues.
• Email support (link placeholder) — For organizations that prefer email-based tickets.
• Uptime Status — Check live service status and incident notes before opening a ticket (link in Additional Links).
When to use each channel
• Product/usage questions — Use the Support portal; include links or screenshots to the relevant page in-app.
• Billing & seats — Use the Support portal and choose Billing. Admins can also review Account → Billing for plan and seat details.
• Service availability — Review Uptime Status first; if impact persists, open a ticket referencing the status post.
• Security/vulnerability reports — Follow Vulnerability Reporting (separate channel).
What to include (all tickets)
Provide concise, concrete details:
• Organization name and your role (Admin/User).
• Area affected (UI page or API endpoint).
• Timestamps (UTC) and whether the issue affects all or some requests.
• Steps to reproduce (exact clicks or API call with minimal payload; omit secrets).
• Observed vs. expected behavior and any error messages/status codes.
• Request ID(s) if available (from API responses or logs).
• Final URL after scan (including UTMs) for routing/attribution issues.
• CSV header + sample rows for bulk-import issues (sanitized).
Recommended first checks (self-serve)
• Is the code Active? Confirm status.
• Destination & UTMs — Scan and verify HTTPS URL and parameter persistence through redirects.
• Plan/seat limits — Confirm available seats and plan limits in Account → Billing.
• Connectivity — Re-test on iOS and Android over Wi-Fi and cellular; try the final printed/digital artifact.
• Status — Review Uptime Status for any ongoing incidents.
For structured testing steps, see Pre-flight Checklist and Testing.
Ticket severity (guidance)
• High — Production function unavailable or materially degraded (cannot create codes, widespread scan failures).
• Medium — Feature impaired with a workaround (bulk import failing for some rows).
• Low — Questions, minor defects, or documentation clarifications.
Use clear impact statements (for example, “affects all codes in Campaign X during 12:30–13:00 UTC”).
Security and privacy
• Do not share secrets, full API keys, or payment details in tickets.
• For suspected vulnerabilities, follow Vulnerability Reporting (separate process).
• For billing details, update payment information only inside Account → Billing.
After you submit
• You will receive a ticket confirmation. Keep replies in-thread so request history and attachments remain linked.
• If conditions change (issue resolved, scope widened), update the ticket with new timestamps and observations.