Contact support

If a guide doesn't answer your question, ask support from your dashboard. Your request and every reply stay together in one place.

Before you start

Search Help first: the answer may already be there. As you type a subject, guides that match appear above the form.

Steps

1. Open Support.
2. Select New request.
3. Under What's this about?, choose the closest match.
4. Write a Subject in a few words.
5. Under What's happening?, say what you did, what you expected, and any message you saw.
6. If you can, select Add a screenshot. You can add up to 3, in PNG or JPEG, up to 3 MB each.
7. Tick This is stopping my ads if it is.
8. Select Send request.

The form tells you what else we receive: your account, the page you came from and your browser. That lets support see what you see.

For ad networks

On your network, your customers' requests come to you. To ask the platform for help yourself, open Support and select Ask platform support.

What happens next

You get a reference such as MA-7K2QX, and an email confirming it. Support then shows each request's state:

• With support: it's our turn.
• Waiting on you: we've replied, and may need something from you.
• Resolved: it's finished.

When we reply you get an email with a link back to the request. Reply from the request, not from the email, so the conversation stays together. A reply to the email doesn't reach the request.

Once a question is answered, you can select Mark resolved. If it comes back, write on the same request and it reopens.

If something goes wrong

• "You've sent a lot in the last hour." You can raise 5 requests and send 20 messages in an hour. Wait a while, or add to a request you already have.
• "Screenshots must be PNG or JPEG." Save or export it as one of those. Other file types can't be attached.
• You can't use the form. Write to support@mailadx.com.