If you need help in Mailcamp, the two main support options available today are the knowledgebase and the in-app support ticket system. The knowledgebase is the fastest option for self-serve answers, while support tickets are best when you need help with your own account, audience, or campaigns.
Option 1: Search the Mailcamp knowledgebase
- Open the Mailcamp knowledgebase to browse step-by-step guides and product how-tos.
- Use the search bar or the category list to find articles about campaigns, audiences, imports, segments, custom fields, and account setup.
- Start with the knowledgebase if you need instructions, best practices, or a quick refresher on a feature.
Option 2: Contact support from your Mailcamp account
- Log in to your Mailcamp account.
- Make sure your email address has been verified. The support ticket area is available to signed-in, verified users.
- Open the support ticket section inside your account.
- Click Create new support ticket to start a new request.
What to include in a support ticket
- Add a clear Subject so the issue is easy to understand at a glance.
- Select the most relevant Category.
- Choose the appropriate Priority: low, medium, or high.
- Describe the issue in detail, including what you were trying to do, what happened, and which audience, campaign, or form was involved.
- Attach screenshots or images when they help explain the issue. Mailcamp supports optional image attachments in the ticket form.
Follow up on your request
- Open the ticket list to review your existing support conversations.
- Select a ticket to read replies from the Mailcamp team.
- Reply in the same ticket thread if support asks for more information.
- Preview or download ticket attachments when needed.
- Close the ticket after the issue has been resolved.
When to use each support option
- Use the knowledgebase when you want guided instructions or want to solve something on your own.
- Use a support ticket when the issue is specific to your account, data, billing, deliverability, or campaign setup.
- If you can reproduce the issue, include the exact steps and a screenshot to help speed up the investigation.
At the moment, the most direct way to contact the Mailcamp team from inside the product is through the support ticket system.