How to open a support ticket

The 30-second version

1. Open Support from your left sidebar (affiliates + advertisers both have it).
2. Click New ticket.
3. Pick one of the 5 category tiles that best matches your issue.
4. Fill in the details the form asks for (some fields auto-fill).
5. Optionally drag in screenshots or files.
6. Hit Submit ticket — we'll route it, respond within our SLA, and email you every update.

The full walkthrough

Step 1 — Pick a category

The first thing our redesigned form asks is "What's this about?" You'll see 5 icon tiles:

Pick the closest match. This is how our routing engine gets your ticket to the right team, so it matters — but don't overthink it. If none of them fit, "Something else" is fine.

Step 2 — Tell us more

Once you pick a category, the rest of the form reveals itself with only the fields relevant to your issue.

Subject (required) — one line that describes the problem. Good: "Payouts page returns 500". Bad: "help".

Priority — 4 pills with a short description of when to use each:

• Low — general question, no rush
• Medium — the default; standard turnaround
• High — blocking a workflow
• Urgent — full outage or revenue-critical

Use the priority that matches reality. Marking a "how do I…?" question as Urgent hurts everyone (yours and the truly urgent ones behind you).

Category-specific fields:

• Technical issue → your browser + version is auto-detected (edit if wrong). Add the URL where the error happened.
• Billing or payout → the amount and the transaction / payout ID.
• Campaign question → pick the campaign from the dropdown — we'll auto-fill the landing-page URL.
• Account or access → the affected email (defaults to your account's email).
• Something else → no extra fields; describe below.

What happened? (required) — the meat of the ticket. Include steps to reproduce for technical bugs, the exact amount and date for billing, the campaign name for campaign questions. Screenshots go in the next step.

Step 3 — Attachments (optional, but powerful)

Right below the details card is an Attachments area. You can:

• Drag and drop files onto the dropzone, or
• Click Choose files to open a picker.

We accept images, videos, PDFs, Office documents, and text files, up to 10 files and 20 MB per file.

Each queued attachment shows as a chip with the filename, size, and a small × to remove it before you submit.

After you submit, every file you attached on this screen shows up under Attached on creation inside the Your message card on your ticket detail — and the same chip is visible on the agent's view of the ticket, so support sees the same evidence you sent. Each chip is a click-to-download link. If you forget to attach something, you'll see a green banner at the top of your ticket that says "Ticket created — you're all set. Need to send a screenshot, log file, or document? Use the Attach button in the reply composer below." Click Add attachments, and it'll scroll you straight to the composer with the Attach button highlighted.

Step 4 — Optional details (only if you want them)

At the bottom of the details card there's a + Show optional details toggle. Click it to reveal:

• Related campaign (optional) — advertisers see a dropdown of their own campaigns; pick one and support sees the campaign name as a "Related campaign: {name}" chip inside the Your message card on your ticket detail (and inside the Original message card on the agent's view of the same ticket). The dropdown is available regardless of category — it's optional context, not a gate. Affiliates don't currently see this dropdown. Skip it if the ticket isn't campaign-specific.

Most tickets don't need this. Skip if you're not sure.

Step 5 — Submit

Click Submit ticket. You'll get a confirmation toast with your ticket number (e.g., TKT-00123), and you'll land on the ticket detail page.

How our team tags your ticket

Tags on a support ticket are the labels our agents use to slice, route, and report on incoming issues — things like payout-delay, login-issue, or tracking-discrepancy. Historically we let users type free-text tags on the create form, but that produced noisy variants (payout delay, Payout-Delay, pymnt delay) that made reporting unreliable. To fix that, we now run a managed tag catalog that only agents can edit.

Here's what that means for you:

• You don't add tags anymore. The tags field is gone from the create form. If you're used to typing tags, don't worry — it's not lost information; it just moves.
• We auto-tag based on your category. When you submit a Billing ticket, we auto-apply payout-delay. Campaign tickets get campaign-question. Account tickets get account-access. Technical + Something-else tickets don't get an auto-tag — an agent picks the right one after triage.
• Agents refine from a controlled catalog. After we read your ticket, we open a chip picker on the detail view and pick from a canonical list grouped into Payout, Technical, Campaign, Account, and Other. Every tag on your ticket is guaranteed to come from that list.
• The full catalog is visible on your ticket. On the ticket detail page you'll see whatever tags we've applied displayed as chips in the Properties panel. You can't edit them, but you can see them.

If you think we've mislabeled your ticket (e.g., you filed under Billing but the real issue is a broken tracking link), just reply on the thread — "This is actually a tracking issue, not a payout one" — and the agent will re-tag it.

What happens after you submit

• We send you an auto-reply acknowledging receipt.
• Our routing engine tags your ticket by category + priority and picks the right team.
• An agent picks it up, replies via the thread, and email-notifies you.
• SLA counters run in the background — you'll see badges on the ticket detail showing whether we're on-track.
• Once your ticket is solved, you'll get a one-time 5-star rating link (CSAT). It takes 10 seconds and it helps us — a lot.

Frequently asked

Can I edit my ticket after submitting?
The subject and category are locked once submitted, but you can add anything else via replies. Reply to the ticket and mention the change ("Actually, the browser is Firefox 130, not Chrome 121").

Can I re-open a closed ticket?
Closed tickets can't be re-opened. If the same issue comes back, open a new ticket and reference the old ticket number in your description — we'll link them.

What if my issue doesn't fit any category?
Pick "Something else" and describe it in the What happened? field. Our team will re-categorize it if we spot a better fit.

Do you have a phone number?
Support is handled through tickets so we can maintain a clean audit trail, share context across the team, and give you a written record. Email replies to your ticket work too.

See also

• Getting paid: your first payout
• Keeping your account secure