Contacting support

Most questions are answered somewhere in this help centre. Start there, because you get the answer immediately. When the answer isn't here, open a ticket: a private thread between you and support, kept on your account.

Where it is

Support is the last item in your sidebar, in both the advertiser and publisher consoles. Click it, then New ticket.

Your tickets are scoped to the console you opened them in. If you have both an advertiser and a publisher account, each one keeps its own list, so an advertiser billing question stays out of your publisher console, and vice versa. Open the ticket from the side it's about.

What to put in it

You get a subject line and a message. Two things make a ticket fast to answer:

• Name the thing. The campaign, the zone, the invoice, the payout, whichever it is.
• Say what you expected and what happened instead. "Delivery stopped on Friday and the zone still shows as active" beats "my zone is broken".

The subject is capped at 120 characters and the message at 10,000. If you go over, we tell you and hand your text back. Nothing is silently cut off. If you genuinely need more room, send it as two messages.

There are no attachments. Paste the relevant text instead: ids, error messages, the line from a report. Please don't paste passwords or API keys. Nobody here will ask for one, and a ticket is not the place for them.

What happens next

Support replies in the thread, and we email you when that happens: a link to the ticket, never the reply text itself. The answer lands in the dashboard, and the list sorts by most recent activity, so anything that moved is at the top. You can turn these emails off in Settings, under Notifications. See Emails we send.

Replies from us are marked with our logo and read SiliconRelay Support. Anything without that mark is your own message.

Open and closed

A ticket is open until support closes it, usually once the thing is resolved. A closed ticket stays readable forever, but it can't be replied to, the reply box disappears. If the same problem comes back, open a new ticket and mention the old one. Support can also reopen a closed thread if that's the better home for the conversation.

Reporting a security issue instead

If you've found a vulnerability, don't open a support ticket, use the security reporting page, which is built for it and reaches the right people directly.