Our support team is always ready to help you, but in order to do so in the most efficient and quickest way we need you to provide us with specific information about your account, issue, or query. The more information you provide, the faster we can investigate and resolve your issue.
a) Incidents/Doubts in Design:
- Detailed explanation of the bug/doubt/problem.
- Specify on which functionality you have the problem/doubt (SMS, Email, Transactional, Landing, Marketing Automation).
- ID of the mail or the name of the mail/draft (if you are editing the 3rd step from the "Email Delivery" section).
* You can see this information by hovering the pointer over the sending status, or you can enter the report and see the complete sending information:
- ID of the template (If you are editing from the Templates section).
- If it is a failure of visualization in a mail client, you must tell us which mail client it happens to you and which device.
- Screenshots of the error and how it should look.
- If you are using a template from the MDirector platform or your own HTML (created and/or edited by you).
b) Incidents/doubts in Submissions / Reports
- If the delivery ID or the name and date of the delivery.
- If the sending has not arrived at one or more contacts, you must provide us with the contact's email address, (it is also useful to know when the last sending reached them or if they have never received it).
c) Incidents in the import of contacts
- ID or name of the contact list:
IMPORTANT NOTE: For legal and privacy reasons we never recommend sending directly by email:
- Your passwords to access the tool.
- Neither your databases.
If we need it, we will ask you expressly.
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