You'll find answers to most of your questions in our help center, but if you need additional assistance you can contact our Support team conveniently right within the platform using our chat widget. We'll address your issue as soon as possible and update our content after speaking with you to reflect any information that isn't addressed in our articles.
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.
Steps to try before contacting Support
If you are having trouble seeing data in the platform, such as posts, metrics, or dashboards, we recommend that you try the following troubleshooting as preliminary steps before contacting Support:
Refresh your channel connections to ensure Brandwatch has the freshest authentication tokens in place to ingest your data.
Clear your browser cache and cookies in case it is a browser issue.
The above troubleshooting steps address common issues we see with missing data in the platform.
Contacting Support
Via in-app chat
The easiest and quickest way to reach Support 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 on the question mark icon in the lower-right corner of Social Media Management.
In the chat panel, click Send us a message to begin a conversation with Support.
In the following chat window, enter your question and issue details in the text box. We recommend phrasing your question with keywords most relevant to your issue (such as which SMM product you are using and which specific feature you need assistance with) to help our AI agent find an answer. If our AI agent cannot find an answer, a human agent will help you resolve your issue.
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:
Relevant screenshots or screen recordings of your issue
A HAR file to help our team diagnose the problem
I can't see the Support chat widget in my platform.
If you can't see the Support chat widget in your platform, this is usually a cookie issue.
In Social Media Management click Manage Settings (cog icon) > Cookie settings in the lower-left corner.
Ensure that your cookie settings are:
Functionality Cookies (on)
Performance Cookies (on)
Operationally Necessary Cookies (Always active)
If you continue to experience issues seeing the Support chat widget, contact our Support team by email.
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.