Our support is free. Write to us through the form in the portal — in the menu `Support` > `Contact us`. Depending on the subject you choose, the form asks straight away for what we need to trace the issue, so use it instead of a plain email.

We resolve fastest what we can reproduce. So always write **what you did, what you expected and what happened instead**, and attach whatever lets us find it: a screenshot for a plugin, the `Campaign ID` for a campaign, the `Message ID` for a message that did not arrive.

## What we can help with

Pick the `Subject` in the form according to what you are dealing with:

| What you are dealing with | `Subject` in the form | Details |
|:--|:--|:--|
| Installing or setting up an e-shop plugin or another integration | `Modules` | [Help with a plugin](#help-with-a-plugin) |
| Preparing or sending a campaign — contact import, personalisation, scheduling | `Contact support` | [Help with a campaign](#help-with-a-campaign) |
| The message was sent but never arrived | `Message delivery issue` | [Message was not delivered](https://www.bulkgate.com/en/helpdesk/general-information/message-not-delivered/) |
| Text sender ID registration | `Sender ID registration` | [How can I register text sender ID?](https://www.bulkgate.com/en/helpdesk/sms/registering-text-sender-id/) |
| Your own integration over the API or SDK | `APIs` | [Documentation](https://www.bulkgate.com/en/docs/) |
| The price of messages to a particular country | `Ask for price` | [Using price list](https://www.bulkgate.com/en/helpdesk/general-information/using-price-list/) |
| Affiliate programme | `Affiliate program` | — |
| Anything else | `Contact support` | — |

## Before you write to us

You can get through most installations and settings with a guide sooner than our answer would arrive. So first go through the page covering what you are dealing with.

### Campaign

- [Creating SMS campaign](https://www.bulkgate.com/en/helpdesk/campaign/creating-sms-campaign/) — the whole walkthrough step by step
- [Importing contacts via CSV/Excel](https://www.bulkgate.com/en/helpdesk/campaign/importing-contacts-to-campaign-via-csv-excel/) and [Importing contacts via Address book](https://www.bulkgate.com/en/helpdesk/campaign/importing-contacts-to-campaign-via-address-book/) — the most common place where the preparation gets stuck
- [Message variables](https://www.bulkgate.com/en/helpdesk/tools/message-variables/) — when the values are not filled into the text
- [Testing your campaign](https://www.bulkgate.com/en/helpdesk/campaign/testing-your-campaign/) — send yourself a test message before the whole batch goes out
- [Scheduling campaign](https://www.bulkgate.com/en/helpdesk/campaign/scheduling-campaign/) and [Campaign cancellation](https://www.bulkgate.com/en/helpdesk/campaign/campaign-cancellation/) — deferred sending and how to stop it

## How to write to us

For a plugin and a campaign, the steps are below. For any other topic, pick the subject from the [table](#what-we-can-help-with) — the form then asks for whatever we need on that topic.

### Help with a plugin

1. In the menu click `Support` and then `Contact us`
2. In the `Subject` field choose `Modules`
3. Select the `Country`
4. In the `Module` field pick your plugin
5. Under `Select screenshot` attach an image of the error
6. Fill in the `Issue description` and click `Send`

Only the module and the issue description are required. Attach the screenshot anyway — it saves one round of questions. The form accepts images only, so photograph or crop the message; it will not take a `.txt` or a `.log` file.

> [!TIP]
> If you want us to look at the settings directly, put the access to your e-shop administration (`BackOffice`, `admin`) and to `FTP` into the issue description. We will check whether the plugin is configured properly and fix it right away — otherwise we have to ask about every detail separately.

### Help with a campaign

Campaigns have no subject of their own in the form, so use the general `Contact support`:

1. In the menu click `Support` and then `Contact us`
2. In the `Subject` dropdown choose `Contact support`
3. Select the `Country` the campaign is aimed at
4. Into the `Subject` text field write briefly what the question is about — for example `Importing contacts into a campaign`
5. Fill in the `Issue description` and click `Send`

> [!IMPORTANT]
> Attach the `Campaign ID`, otherwise we do not know which batch you mean. You will find it in the message detail in the [History](https://www.bulkgate.com/en/helpdesk/reporting/history/) — under `Reports` > `History` click the row of the message.

This subject offers no attachment. Send the screenshot later, in your reply to the email support sends you.

### When you are not logged in

Use the [contact form](https://www.bulkgate.com/en/contact-us/) on the website. It is the very same form with the same subjects, only with an `Email` field added. Fill in the **registration email** you use to log in to your account — that is how we find it. If you do not have an account yet, use any contact email.