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What our support can help with

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
Preparing or sending a campaign — contact import, personalisation, scheduling	`Contact support`	Help with a campaign
The message was sent but never arrived	`Message delivery issue`	Message was not delivered
Text sender ID registration	`Sender ID registration`	How can I register text sender ID?
Your own integration over the API or SDK	`APIs`	Documentation
The price of messages to a particular country	`Ask for price`	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 — the whole walkthrough step by step
Importing contacts via CSV/Excel and Importing contacts via Address book — the most common place where the preparation gets stuck
Message variables — when the values are not filled into the text
Testing your campaign — send yourself a test message before the whole batch goes out
Scheduling campaign and 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 — the form then asks for whatever we need on that topic.

Help with a plugin

In the menu click Support and then Contact us
In the Subject field choose Modules
Select the Country
In the Module field pick your plugin
Under Select screenshot attach an image of the error
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:

In the menu click Support and then Contact us
In the Subject dropdown choose Contact support
Select the Country the campaign is aimed at
Into the Subject text field write briefly what the question is about — for example Importing contacts into a campaign
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 — 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 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.

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