Getting help

Raising a conversation

Support in the sidebar, then New conversation. Give it a subject and describe the problem. Replies land in the same thread rather than scattering through your inbox, and you can attach files to any message.

Conversations belong to the workspace, not to you personally, so a colleague with support access can pick one up while you are away. That matters more than it sounds: most threads that go cold do so because the only person who could answer was on holiday.

What the statuses mean

A closed conversation stays readable, so you keep the answer. It just cannot be replied to.

What to include

Almost every question we ask back is one of these, so including them up front usually saves a round trip.

• Which asset, written out in full. The exact domain or IP address rather than "our main domain".
• What you expected and what you saw. These are different pieces of information, and both are useful.
• When. Roughly is fine. It lets us look at the right checks.
• For a placement test, the placement ID. It is on the test screen and it identifies the run exactly.
• A screenshot, if something on screen looks wrong. What you are seeing is often the fastest description of the problem.

Worth checking first

These come up often enough to be worth a look before writing:

• A screen is missing from your sidebar. Usually your role rather than a fault. See team and roles.
• A placement test found fewer seeds than expected. Placement tests explains what missing, not checked and excluded each mean, and they mean genuinely different things.
• A listing you believe is wrong. Blacklists covers delisting, which goes to the vendor rather than through us.
• Something in the product changed unexpectedly. The audit log shows access and role changes made by your own team.