How to get help and contact support
Can’t find what you’re looking for on the Knowledge Base? We're here to help! You can reach our Support team in several ways, as outlined below.
It’s always best to try to troubleshoot on your own first, read our troubleshooting guide here.
Contact Support using the Platform
Use the on-platform Support Form to submit queries directly to our Support team. Look for the ‘Contact support’ button in the bottom left corner of our platform to access the form.
Once you click on the ‘Contact support’ button, the form will appear in the corner. Fill in the details and submit your query. Once you have submitted your query, you will receive an email acknowledgement from our Support team. We will get back to you with advice or an update on your query within two business hours*.
*Monday - Friday
UK 7am - 6pm / Eastern 9am - 6pm / Pacific 9am - 6pm
Contact Support using Email
Please use the on-platform form (see above) as your first point of contact when requesting support. Only email the team as a last resort or if you cannot access the platform.
If you cannot access the platform and use the Support Form, contact our Support team by emailing support@zappistore.com. To help our Support team resolve your issue quickly, add a short description of your issue as well as any supporting links and attachments.
What issues should I report to the Support team via the platform?
Anything that looks unusual, out of place or wrong, such as:
- Suspected bugs
- Reporting issues
- Data queries
- Translation issues
- Page load issues
- A stalled project
Can I still talk to my Zappi team contact directly (i.e., Customer Success Manager)?
The Support team should take care of most of your queries. That being said, topics that are best to connect 1-1 your account manager include:
- Expanding partnership
- Advanced Analysis
If you reach out to support and the topic is best handled with your account manager, the team can always help to redirect you.