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 registration and log-in 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 Support. 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

With the help of Astro, we'll try to answer your query and create a support ticket for you if needed. Look for the 'Contact support' button in the bottom left corner of our platform.

2. Get support through the "Let's chat" page

By filling this form that you can find on the "Let's chat" page on Zappi's website. The support team will be notified and getting back to you shortly.