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 customer representative?
Yes, absolutely. They are still your contact for the following and more:
- Optimizing your platform usage
- Maximizing your platform adoption and value
- Managing our commercial relationship
- Expanding our partnership
- Requests for Zappi Professional Services including Project Consultancy
- Pricing and audience queries
- Navigating the platform including platform reporting or advanced analysis
- Maintaining your platform set up, including new users post initial implementation
How to request Professional Services?
If you’d like to learn more about any of our services or you’d like us to consult on what offerings may be the right fit for you, get in touch here.
If you are an existing Zappi user, you can request services straight from the platform. Click on the hand icon on the left hand menu to ‘Request professional services (including consultancy)’. A form will appear where you can add a description of your requirements. Your customer representative or a consultant will be in touch to discuss further.
