Getting help: the Help Center and creating a ticket

When you have a question, help is built right into your portal — searchable guides for instant answers, and a support ticket system for everything else.

Opening the Help Center

Click your account menu (your initials, top-right) and choose Help & Support. The Help Center opens with a friendly greeting and a search box front and center.

Finding answers yourself

• Search — type at least a couple of characters into Search help articles… and matching guides appear as you type. Select one to read it.
• Browse by topic — category cards group articles by subject, each showing how many guides it holds.
• Popular articles — the most useful guides are surfaced right on the Help Center home page.

Every article shows when it was last updated and suggests related articles at the bottom. If an article isn't available in your language yet, the English version is shown with a note.

Tip: Search first — most questions are answered in a guide, which beats even a fast support reply. If your search comes up empty, the "no results" message includes a shortcut to create a ticket.

Creating a support ticket

When you need the team, select Create a support ticket (or New ticket from your ticket list). The form asks for:

1. Topic (required) — choose the closest match: Billing, Campaigns & teams, Donations, Payments & payouts, Account & access, Technical issue, Feature request, or Something else. Picking the right topic routes your ticket to the right people faster.
2. Campaign (optional) — if your question concerns a specific campaign, pick it from the list; otherwise leave it as Not campaign-specific.
3. Subject (required) — sum up the issue in one line, up to 200 characters.
4. Description (required) — what happened, what you expected, and any details that help. At least a sentence or two; there's plenty of room (up to 10,000 characters).
5. Attachments (optional) — select Add files to include screenshots or documents.

As you type your subject, a "Can these help?" panel may suggest matching help articles — worth a glance, since it sometimes answers the question on the spot.

When you're ready, select Submit ticket.

Attachment rules

• Up to 5 files, each up to 10 MB.
• Supported: images (PNG, JPG, WEBP, GIF), PDFs, spreadsheets and documents (CSV, XLSX, DOCX), plain text, and short videos (MP4).
• If a file is too large or an unsupported type, you'll see a clear message naming the file so you can swap it out.

Tip: A screenshot is worth a thousand words. If something looks wrong on screen, attach a picture of it — resolution is usually much faster.

What happens after you submit

You'll see a confirmation with your ticket number (it looks like PX-10042) and the promise: "Expect a reply within 48 hours. We'll notify you here and by email."

• A confirmation email arrives right away with a link to your ticket.
• When the team replies, you get an email notification and the conversation updates in your portal.
• Track everything from My support tickets in the Help Center — see Tracking your support tickets for statuses, replying, and reopening.

Writing a ticket that gets solved fast

• One issue per ticket — bundled questions slow everything down.
• Include the campaign name, the page you were on, and what you clicked.
• Say what you expected versus what actually happened.
• Attach the exact error message if you saw one.

For product ideas rather than problems, the Feedback & Roadmap board is the better home — see Suggesting features and voting on the roadmap.