Sometimes, you just need a bit of help. Luckily, our awesome Support team is always at the ready.
Most platform-related questions are answered in our help center. If you're missing an answer to your question, please let us know by submitting a ticket. We'll address your issue as soon as possible and update our content.
Platform Status page
We post all known issues and their current statuses on our Platform Status page.
If you encounter an issue on the platform, we recommend that you first check the Platform Status page to see if the issue is already known and being addressed by our team.
You can subscribe to receive status updates via email by clicking Subscribe to Updates on the page.
Contacting support
Via in-app chat
The easiest and quickest way to reach out to the Support team is through the in-platform chat. Depending on your package, the team will usually be with you within 5-30 minutes.
Follow the steps below to begin a new chat with Support from within Social Media Management:
Click the chat icon in the lower-right corner of Social Media Management.
In the chat panel, click Ask a question to begin a conversation with Support.
In the following chat window, enter your question and issue details in the text box.
Via email
To get help through email, you can send your request to [email protected].
You will receive an automated confirmation email shortly after. After you submit your ticket, you will usually receive a reply within 4-24 hours (depending on your Social Media Management package).
Tips for reporting an issue
If you discover an issue with the platform, please consider including the following information when notifying our Support team:
Reaching other departments
If you want to reach other Brandwatch departments, such as Billing or Legal, please reach out to the Support team to get connected.