Summary
Technical Support
You can contact Mailjet support from the Support center page directly from your Dashboard. Click the “Question Mark” icon located at the top of the page and then "Support center" from the drop-down menu:
All paying customers have the option to submit a ticket using our web form.
Before creating a support ticket, however, please browse our Support Center page. We have a variety of articles that can help you with your questions. Use the search box to find articles related to your request.
If you still need assistance after reviewing the Support Center articles, choose one of the three options (depending on your subscription) to address your question to our support team:
- Ticket support
- Chat support
- Phone support
If you're wondering which type of support is best for you, check out our article outlining the pros and cons of each support channel.
When creating a support ticket, please ensure that you are providing as many details as possible regarding the request. The ticket form accepts attachments should you have a picture of an error message you are receiving. Once all the details have been entered, click “Open this ticket” to submit your support request. The newly created ticket will appear on the Mailjet Support Center page:
When choosing chat or phone support, our agent will ask you to provide a support PIN to verify your identity.
The support PIN can be found on the support center page, next to the support options:
Support Hours
- Ticket support - 24/7
- Chat support - Monday through Friday from 9:00AM - 6:00PM (CET)
- Phone support - Monday through Friday from 9:00AM - 6:00PM (CET)
Support Languages
- Ticket support - English / French / German / Spanish
- Chat support - English / French
- Phone support - English / French
Which support channel should I use for my specific case?
When it comes to offering highly personalized, on-demand customer service, phone and the chat are the most obvious options. Both allow for a close customer-agent connection and both let customers explain their problem or simply ask a question and receive an immediate response.
However, some problems cannot be addressed immediately by phone or chat, as they involve internal escalations to other teams or require further and more extended investigation. In these cases, ticket support is your way to go.
If a ticket has been opened with our support team, please ensure that the 24 hour response time has expired before using the phone or chat support channels, as there is a high probability that an agent is working on your ticket already, and you will receive a response soon.
Even though phone support is the fastest way to get answers, it is not always the best channel to do so, as there are issues that can only be addressed by ticket or chat, those requiring a written request or authentication.
Examples are:
- Request to unblocked an account after it was compromised (Hacked account)
- Request for contact deletion or unblocking
- Sensitive information requests (company or invoice information etc.)
- Deliverability investigation requests
- Invoice requests (forwarding) or invoice delivery email update
- Refunds
- CC removal
Find below the advantages and disadvantages of the different types of customer support:
Pros and cons of live chat support
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Pros and cons of phone support
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Pros and cons of ticket support
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Other Questions
For all other questions, please visit our contact page and select a topic related to your inquiry.