If you run into an issue and can’t find a solution through our Help Center, your next step is to reach out to support at techsupport@socialnative.com.
To help get your issue resolved as quickly as possible, please do:
Always submit the ticket to techsupport@socialnative.com.
Give as much detail as possible
Add image information (shown in template)
Describe your expected result
Please don't:
Forward email chains
CC support members in the email
Add multiple issues to a single ticket unless they are directly connected. Putting unrelated issues in one place breaks our timing and tracking
Send screenshots of images without supporting information (shown below). Static images with no ability to copy that data doesn't help us type it into the database.
If you send a screenshot of the admin, include the Media ID.
If you send a screenshot from Instagram, include the URL.
Template for submitting tickets
For us to help you as quickly as possible, use this template as a reference to make sure you include all the necessary information . Replace the { } with the appropriate information.
Brand:
{Brand name —including region if Enterprise. Customer ID, if you have it}
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Area
{MQ/ML/Syndication/Product tagging/etc}
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Timeline:
{First time it happened, last known working date}
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Description:
{What action was performed and the purpose. What was the expected result? What was the actual result?}
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Specifics
{media IDs, Gallery ID, etc}
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Supporting information
{Screenshots, links, username/password for staging environments}
Contact us regarding the Help Center
If you spot an error with the Help Center or there’s something that still seems unclear, we want to hear about it! You can email us to let us know what you’d like to change. Please include a link to the article that you’re referring to.