Contacting Support
When to Contact Support
If you have tried the troubleshooting steps in our help articles and are still experiencing issues, our support team is here to help. You should also reach out if you have questions about your account, billing, or features that are not covered in the help center.
Creating a Support Ticket
- Go to Support from the sidebar.
- Click Create Ticket.
- Fill in the following:
- Subject — A brief description of your issue (up to 255 characters).
- Message — A detailed explanation of the problem, including any error messages you have seen, what steps you have already tried, and what you expected to happen (up to 5,000 characters).
- Priority — Select the urgency level: Low, Normal, High, or Urgent.
- Click Submit.
What Happens Next
After you submit a ticket:
- You will receive a confirmation that your ticket was created.
- A support team member will be assigned to your ticket.
- You will be notified by email when the support team responds.
- You can view and reply to the conversation from the Support page at any time.
Tracking Your Tickets
The Support page lists all your tickets with their current status:
- Open — Your ticket has been received and is awaiting a response.
- In Progress — A support team member is actively working on your issue.
- Waiting — The team is waiting for additional information from you.
- Resolved — The issue has been addressed.
- Closed — The ticket is closed.
Tips for Faster Resolution
- Include the specific error message or screenshot if possible.
- Mention which account or post is affected.
- Describe what you were doing when the issue occurred.
- Include any troubleshooting steps you have already taken.