Get help and contact support
Find the right guide from any page, then raise a support request, follow the thread and mark it resolved. Learn what the reference number is.
Try the guide for the page you are on first. If it does not solve the problem, send a support request from the same place. It carries the page you were on, so you do not have to explain where you were.
Find a guide
- Select the help icon in the top bar, or press
?when you are not typing in a field. A panel opens beside your page. Press Escape to close it. - The panel first lists the guides for the page you are on. Type in Search help to search every guide written for your account type.
- Select How this works, under the page title, to open the main guide for that page.
- Help in the sidebar opens the full list of guides, grouped by topic, with a short list of where to start.
- On the Alert Center, How to fix opens the guide for that alert. See Alerts.
If a search finds nothing, the panel offers a link to contact support.
Raise a support request
- Select Support in the sidebar, or Contact support in the help panel.
- Select New request.
- Under What is it about?, choose the closest topic.
- Choose a priority. Normal is the default. Choose Urgent only when ads are down or money is wrong. It marks the request and nothing else.
- Write a Subject of up to 120 characters and a Message of up to 5,000 characters. Say what you did, what you expected and what happened. Include names of the channel, line item or invoice involved.
- Select Send request.
While you type, guides that might solve the problem appear under the form. The request is sent as plain text. Links and markup are shown as typed, and attachments are not supported. Paste the relevant text instead of a screenshot.
The request also records the page you came from, your account type and your browser, so you do not need to repeat them.
What happens next
Your request gets a reference such as REQ-1001. Quote it in anything you send about the same problem. The request appears in Support with a status:
| Status | Meaning |
|---|---|
| Open | Waiting for the support team |
| Waiting on you | The support team replied and is waiting for you |
| Resolved | Closed |
LtvAdx Support reads the request and replies in the thread. You get a bell alert titled "New reply on" and the reference, and an email with a link to the request. Replies come from "LtvAdx Support", not from a named person. LtvAdx does not promise a reply time.
To answer, open the request, type under Add a reply and select Send reply. A reply sets the status back to Open. When the problem is fixed, select Mark as resolved. If you reply to a resolved request, it reopens.
Who can see a request
You see the requests you raised. An Owner or an Admin of the account also sees every request raised by the account. Other seats see only their own. See Team and seats. Other accounts can never see yours.
Limits
- Each person can raise 5 new requests an hour, and an account can raise 20 a day.
- A request can't be raised or answered while someone from LtvAdx is acting as you. The page says so.
For partner networks
Requests from your own customers reach your Customer support page, and the support email set for your network. Requests you raise yourself go to LtvAdx.
If something goes wrong
- The Support page only shows an email address. The support desk is not switched on for your account. Write to support@ltvadx.com.
- "You have raised a lot of requests in the last hour. Please try again later." You reached the hourly limit. Add to the thread of an existing request instead.
- "Choose a category", "Enter a subject" or "Enter a message". Fill in the missing field.
- You can't find your request. Only the person who raised it, and Owners and Admins, can see it. Sign in as that person.
- You didn't get the email about a reply. Check spam. The bell alert and the request page always show the reply.