If you have a question or a problem, feel free to contact Admitad support.
You can send a support ticket using the following methods:
How to speed up the processing of your request
- Please send all questions regarding the system through requests from Admitad Support or by email, but not via Skype, blogs, or other communication channels.
- Please do not ask programming, web design, or other questions unrelated to the use of the system. Support specialists cannot answer these questions.
- Before creating a ticket, please familiarize yourself with the articles in Admitad for Publishers. Chances are you will find the answer in one of the articles and won't have to wait for a support agent to reply to you.
- Try to formulate your request clearly and in detail: specify the program name or attach affiliate links related to your questions.
- Timely respond to clarification questions and provide additional information support agents may request.
- Stick to the "one problem — one request" principle. This will make it easier for you to find the correspondence when needed.
How to write to support from the Admitad account
1. Click Support in the top right corner on any page of your account to go to Admitad Support.
You can create a support ticket from any Admitad Support page, if you are already logged into your account.
2. In the top right of the page, click the Submit Ticket field to go to the ticket creation page.
3. Fill in the following fields:
- Subject. Formulate your request so that it clearly translates what it is about. This will help support agents reply to you faster. The subject can be up to 100 characters long.
- Description. Describe your problem or question in detail.
- Attach the affiliate link or specify the name of the program related to your request.
- Try to be clear and consistent.
- Give examples wherever possible and appropriate.
- Attach a file. Optional field. You can attach files or screenshots that will illustrate the problem or are related to your request.
3. Click Submit.
Done! Your ticket has been created and sent to Admitad support.
Your ticket will appear in the Tickets section with the status "New". All communication with support agents occurs within the ticket. The created ticket can be edited or even closed if the issue is no longer relevant.
Procedure for the further processing of the ticket
- All tickets are processed in order. On average, it takes about 3–4 hours from the moment you create a ticket until you receive a reply from a support agent.
- Support agents may ask clarification questions about your request.
- In this case, the ticket will receive the status "Awaiting reply".
- Try to answer the questions in as much detail as possible.
- In some cases, support agents need to clarify information from colleagues in other departments. This may take some time.
- In this case, the support agent will inform you about it.
- The ticket will get the status "Open".
- The support agent will provide a response once they clarify the information.
- The message thread will continue until the ticket is marked as "Completed". The ticket can be closed:
- by you using the "Close" button in the request;
- automatically by the system if you did not respond to the support agent's clarification questions within 14 days.
If, during the resolution of the ticket, you have new questions not related to the already discussed problem, do not ask them in the same ticket, but create a new one.
- You can reopen a completed ticket within 14 days after it has been closed if necessary.
- To do this, click Open in the request.
- The request will receive the status "Open" again and will be submitted for processing.
How to contact support via email
Send your request to support@admitad.com.
All requests are processed in order. As soon as a support agent starts working on your ticket, you will receive a notification via email. On average, 3-4 hours pass from creating a ticket and receiving a reply from a support agent.
Procedure for the further processing of tickets
- Support agents may ask you clarification questions. Try to answer the questions in as much detail as possible.
- In some cases, support agents need to get information from colleagues from other departments. This may take some time. This may take some time.
- In this case, a support agent will inform you about it.
- The support agent will respond as soon as they clarify the information.
