Troubleshooting your account
We're sorry you're experiencing issues with your account. Let's get you some answers.
If you are experiencing issues logging in
There are a few ways to troubleshoot and get help with logging in, depending on the nature of your issue.
- You may not yet be registered or invited to an account, or you may not have fully activated your account. Try reviewing and following the appropriate steps detailed in our account activation and login article.
- You may have recently opted into a self-serve Zappi plan. If you previously ran research within a branded domain (i.e., yourcompanyname.zappi.io), but are now on a self-serve plan, you will now launch research by logging into https://www.zappi.io instead. Your username and password credentials will be the same. Note: you will need a credit card on hand to pay for studies you wish to launch.
- If you believe you are using the correct URL and have an active account, but are still unable to login, please contact our support team or email support@zappistore.com and include your first name, last name, the email associated with your account, and a short description of your issue. If you see a bot named Astro in the righthand corner of your screen, you can also contact support that way.
If you need to reset your password
If for some reason you are unable to access your Zappi platform using your username and password, please contact our support team by emailing support@zappistore.com. They will issue a reset password email. The steps outlined in the email must be followed within 24 hours or the reset will expire and you will have to request a new link.
If you are experiencing any other issues
While automation can do wonderful things and create great opportunities, sometimes tech fails, and when it does you need backup. We have a support team on the ground ready to help, and there are a few ways you can get in touch with them:
1. 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 bottom right 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 2 business hours.
Please use the on-platform form as your first point of contact when requesting support. Only email the team as a last resort or if you are unable to access the platform.
2. Contact Support using email
If you are unable to access the platform and use the Support Form, you can 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 attachment.