Technical Support 

You can contact Mailjet support directly from the Support center page in your Dashboard. Click “Need help?” in the bottom-left corner, then select “Support center” from the menu.

👉All paying customers have the option to submit a ticket using our web form. 

👉Customers with a Premium 50,000 plan or higher also have access to chat and phone support. 

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

When creating a support ticket, please provide as many relevant details as possible about your request. The ticket form also allows you to add attachments, such as screenshots of any error messages you encounter.

Once you’ve filled in all the information, click “Open this ticket” to submit your request. Your newly created ticket will then appear on the Mailjet Support Center page.

When you choose chat or phone support, our agent will ask for a support PIN to verify your identity.

You can find your support PIN on the Support Center page, next to the available 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 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 unblock 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 

Pros and cons of phone support

Pros and cons of ticket support

Other Questions

For all other questions, please visit our contact page and select a topic related to your inquiry.