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Get Help and Support

When you hit a question the docs don't answer, there are several ways to get unstuck fast. This page shows you where to look first, what each support channel is best for, and how to reach the people who know your account.

What this covers​

  • Self-serve help — the documentation you're reading now, searchable from any page.
  • Support channels — how to raise a question or report a problem with the platform.
  • Your Account Manager — the named contact who knows your setup, onboarding, and goals.
  • Training and enablement — guided resources for new Authors and admins.

Key tasks​

  • Search the docs first. Most how-to and troubleshooting answers live here. Use the search box and start with the Start Here overview.
  • Check troubleshooting pages. If something isn't behaving as expected — a Broadcast that won't send, missing subscribers, personalization not resolving — look for a matching troubleshooting page before raising a ticket.
  • Raise a support request. For platform issues or account questions, contact support through the channel set up for your organization (confirm the exact support address or in-app link in your account).
  • Reach your Account Manager. For planning, onboarding, added capabilities, or strategic questions, your Account Manager is the fastest route (their contact details are in your welcome materials or account settings).

Before you contact support​

Having a few details ready speeds up every request:

  • The name of the Edition or Broadcast involved, and the Folder it lives in.
  • What you expected to happen versus what actually happened.
  • The approximate date and time, and any error message you saw.
  • A screenshot, if it helps show the problem.

Canonical terms: Author, Edition, Folder (Project Folder), Broadcast. See the Glossary.