Our support team is standing by to help you with technical issues. Here's what you need to know about getting support with the platform.
How to Contact Support
Some users prefer to send emails and others like to submit a form. Either way, your request will be reviewed by our support team. You can email support@tapclicks.com or customercare@tapclicks.com with the necessary details provided below, or click here to fill out a form describing what you need.
What to Include in a Support Request
Whether you submit your request via form or email, include the following information:
- A short description of the issue.
- The URL of your TapClicks dashboard, which should look something like this: http://mycompany.tapclicks.com/client/dist/#/dash/842.
- Additional specific details such as a particular campaign name, dashboard, data source, or date range when applicable.
- If you've already tried troubleshooting on your own, any steps you've taken to try to resolve the issue.
- Screenshots can be helpful. Please include the entire browser window with the address bar showing the URL at the top.
What to Expect from the TapClicks Support Team
After submitting your request, you'll receive a meaningful initial response from the support team during the timeframe indicated by your Platform and Service Agreement.
If your issue needs to be escalated to additional technical teams at TapClicks, you and your Customer Success Manager will receive updates every three days at a minimum, depending on the severity of the reported issue. We will work diligently to communicate regularly and resolve your issue.