How to get help and contact support
There are several ways to get help on the Zappi Platform. Look for the question mark icon in the lower left corner of your home page.
Here's a quick overview of each option:
- Contact Support
- If you need to get in contact with our support team, click on the question mark icon and select Contact Support. For more information, see the support section below.
- Give Feedback
- We want to hear from you! Select provide feedback and enter in details about your experience.
- Knowledge Base
- Open the Knowledge Base and use the search bar to get answers to your questions.
- 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.
- Open the Knowledge Base and use the search bar to get answers to your questions.
- Hub Resources
- Visit your company hub to access resources specific to your company, like solution guides and Playbooks for your team.
If you are experiencing technical issues with your account or login, head to our troubleshooting guide.
Contact Zappi Support using the Platform
Use the on-platform Support Form to submit questions directly to our support team. Look for the question mark button in the bottom left corner of our platform to open the Help menu, and select 'Contact Support'.
Fill in your details and submit your question. Once you have submitted your query, you will receive an email acknowledgement from our Support team, and we will get back to you with advice or an update on your query within two business hours*.
*Monday - Friday
UK 7am - 6pm
USA Eastern 9am - 6pm / USA 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 by filling out the form on the platform or by visiting our Professional Services page on our website.
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.
