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      Contacting Support

      A quick guide on getting in touch with The Reloadly Support Team

      Written by Habib Ajao

       

      Reloadly aims to provide a seamless experience, but, we understand that inconsistencies might arise. If you have a problem, let us know - we’re here to help!

      See Below the various methods which you can use to reach out to us when you need support;

      EMAIL SUPPORT

      If you have a question, you’re looking to follow-up on a top-up claim or require technical assistance related to our product or to an integration, please send us an email to tickets@reloadly.com.

      In order to request your monthly invoice, go ahead and send an email to finance@reloadly.com.


      CHAT SUPPORT

      As a customer, you can also access our Live Chat from the Dashboard in your user portal:

      The chat is open Monday to Friday from 9 a.m. - 2 a.m. (GMT+1). Outside these hours, on weekends and bank holidays you can still contact us through this channel for emergency cases affecting traffic.


      If you use this channel of support, please ensure to be online to answer any of our agents questions. You can use the Email support if you aren't sure of your availability

       

      WHATSAPP SUPPORT

      Scan this QR code and send us a message:

       

      FACEBOOK MESSENGER SUPPORT

      Send us a message here and the team would be happy to help you.

       

      RELEVANT DATA TO SEND US

      In order to help you as quickly and efficiently as possible, we’ll need you to gather up as much information as possible from the start.

      So, what Information should I include when I send my ticket?

      • For sales or pricing questions, please add any relevant data, examples and screenshots

      • For reporting issues with the user Portal or API, let us know what is the exact behavior. Be sure to provide us with the most details as possible, screenshots, full API requests and responses, etc.

      Finally, be sure to tell us who you are! We'll need:

      • The name of your Reloadly user Account or email login to Reloadly.

      • Are you new to Reloadly and having a hard time with configuration? We can help get you set you up with our Onboarding team if necessary.

      • Where are you located in the world? Are you using a home network setup?

      ELEVATED TROUBLESHOOTING

      If we're not able to solve the issue for you straight away, we may also ask to organize a screen sharing session with you so that we can resolve the issue faster.

      This will be organized between you and a member of our Technical Team at a time most convenient for you.