You can contact the Support team through hellotext.com/contact or by emailing support@hellotext.com.
A specific report makes it easier to identify the affected business, object, and time. You do not need to diagnose the technical cause before asking for help.
Before contacting Support
When possible:
- Reproduce the problem once and note the exact stage where it occurs.
- Review the related guide in this section.
- Confirm whether it affects one teammate, customer profile, message, or page, or whether it is broader.
- Preserve any recent changes that may be related.
- Avoid repeating actions that could send messages, create campaigns, charge, import, or modify data more than once.
If incorrect messages continue to send and you can do so without losing information, pause the affected campaign, playbook, or journey while it is investigated.
Basic information to include
Include:
- business name in Hellotext;
- exact URL of the affected page;
- approximate date and time with time zone;
- what you expected to happen;
- what happened instead;
- scope of the problem;
- short steps to reproduce it;
- a screenshot or short recording; and
- recent configuration, integration, permission, or code changes.
Keep the conversation in the same email or request thread when adding evidence about the same problem. Open a separate request for a different problem.
Information by problem type
| Problem | Useful information |
|---|---|
| Message or channel | Channel, sender, message ID or link, customer profile, delivery status, and reason. |
| Campaign | Campaign link, audience, schedule, and stage where it stopped. |
| Playbook or journey | Link, relevant version or configuration, expected signal, and customer profile used for testing. |
| Inbox | Conversation link, expected team or teammate, status, and assignment time. |
| Integration | Connected platform, store, or account, missing object, source-system identifier, and last known sync. |
| Capture | Type and name, URL or placement, device, browser, and stage where it stopped. |
| Report or attribution | Report, period, time zone, filters, order or conversion, and expected result. |
| API or Hellotext.js | Endpoint or event, time, request ID, response code, and the smallest snippet that reproduces the problem. |
| Billing | Month, invoice, plan, or affected charge concept. Use identifiers, not complete payment details. |
You can partially mask a phone number or email when the complete identifier is not needed to find the case.
Information not to send
Do not share:
- passwords;
- API tokens or application secrets;
- verification codes;
- cookies or authorization headers;
- complete card or bank account numbers; or
- full customer exports when one or two examples are enough.
If Support needs a sensitive file, first confirm what information is required and how to send it securely.
How to describe impact
Describe the observable impact without trying to assign a technical severity.
For example:
- how many businesses, teammates, or customers are affected;
- whether it blocks an operation or has a temporary workaround;
- whether it prevents receiving or sending messages;
- whether it could create duplicate messages, changes, or charges; and
- how long it has been happening.
Report any suspected unauthorized access, data exposure, or credential misuse immediately. Do not include the potentially exposed secrets in the message.
What to expect next
Support may ask for another example, confirm permission to inspect an object, or ask you to reproduce the problem with technical evidence. Reply in the same thread to preserve context.
The public contact page does not define one universal response time. If your plan or agreement includes a specific support commitment, that commitment is the applicable reference. Do not use the SLAs configured for your Inbox conversations as the expected Hellotext Support response time: they are different metrics.