Mailrelay support options

Mailrelay offers several support options so you can choose the one that best suits your needs. No matter if you want to do it offline or connected to your account, we always try to be as close as possible to our customers.

1. Support on our website

Go to our homepage https://mailrelay.com/en and click on the Contact option. This will open a window in which you can see the different support options available. You can also access this page: https://mailrelay.com/en/contact

After that, you will access a window divided into three big blocks or areas: How can we help you, Chat with us and You can call us for free.

Let's take a look at each of the options in more detail:

1.1 How can we help you?

It allows you to create a ticket that will be answered by our team via email. You just need to select the department you want to send your query to in the option Department (Contact Mailrelay.com, Sales Mailrelay.com, Support Mailrelay.com  or Billing Mailrelay.com).

You will then have to write your query, for which you will have to fill in the following fields: Subject (clearly indicate the reason for the query), Name (your name so that we can address you), email (email address to send the reply to) and Message (write your message and add any details you consider necessary so that we can help you).

Finally, check the box I'm not a robot (to bypass Captcha) and click the Send button.

You will receive a confirmation of the creation of the ticket in your email and you will soon receive a reply to your inquiry, at the same email address.

In that same email, you will find a link called click here. By clicking on it, you will have access to the ticket you created and you will be able to check its status, as well as review it and add more information to it if you wish.

1.2 Chat with us

As the name suggests, the Chat with us area offers two options to chat with a Mailrelay member by clicking on one of two buttons:

• Online chat: where you open a chat session to interact with a Mailrelay agent.
• WhatsApp: to receive support via the WhatsApp messaging system.

Let's see each of the options in detail:

1.2.1 Online chat

Once you click on the online Chat button, an instant messaging window will open in the lower right corner of the screen, where, before you start you have to indicate your name and email (What is your name (answer with your name only)) and (What is your email (answer with your email only)).

After that, you will be put in touch with a member of Mailrelay's support department who will answer your questions about the service we offer.

1.2.1 WhatsApp

If you choose to contact us via WhatsApp, simply click on the WhatsApp button and create a chat with us in this application. You can contact us directly, whether you are visiting us from your smartphone, desktop or laptop.

By clicking on the WhatsApp button, you start a new chat session in the normal WhatsApp interface. Using this chat, you will be able to access our support area.

From your desktop or laptop. By clicking on the WhatsApp button, you start a new chat session in the WhatsApp web interface, which must be activated on your computer.

Initially, you will be asked for confirmation so that you can establish the chat session. To do this, you must click on the Open WhatsApp button and this will open the interface of the desktop version of WhatsApp.

And now you can start chatting with us. By default, you will see the text Hello, I have a question about the Mailrelay service, you can change it if you want, before starting the session.

1.3 You can call us for free

In the area you can call us for free, we have a list of phone numbers that correspond to local numbers in different countries, which you can use to make a phone call. Check the list and depending on your country you will have to use one number or another.

If you don't have the possibility to make a local call to any of these numbers, you can choose to use any other means of contact if you wish.

2. Support on your account

If you are logged in to your Mailrelay account, you have access to support from your dashboard. To do this, click on the Help option in the top right corner and three options will be displayed: Support, Chat and Generate support code. Let's see each of them in detail.

2.1 Support

This option will open a pop-up window at the bottom of the browser, in which you can search directly in our knowledge base, in the search box: Do you have questions?

Or you can click on Contact us and enter the details of your query:

• Requestor: email that the system automatically fills in with the email address of the current user.
• Department: you must select the department to which you want to send the query: Support, Billing and API and Mailrelay Integrations.
• Subject: clearly indicate the reason for your query
• Description: write your message and add the details you consider necessary so that we can help you.

Likewise, just below you have the option to Upload files (max. 5), in which you can include attachments, such as images, that you consider of interest for your query.

Finally, check the box I am not a robot (to bypass the Captcha) and press the Submit button.

This will send a confirmation of the creation of the ticket to your email address and you will soon receive a reply to your query, at the same email address.

You will find a link with a text click here in the message. By clicking on it, you will have access to the ticket you created and you can check its status. You can also review it and add more information to it if you wish.

2.2 Chat

When you click on Chat, you will see a pop-up window at the bottom of your browser where there are two areas: Chat with us and Solution articles.

• Chat with us:  In this area, simply click on any of the departments you can contact (Support, Billing & APIs and Integrations) and a chat session will open directly with the selected department.
• Solution articles: Here you can use the search engine to search for answers in our knowledge base or browse our knowledge base to read any of the available solution articles.

2.3 Generate support code

This option should only be used if you are instructed to do so when contacting our support department by phone.

This is an option to validate that the person requesting support has access to the account and is a valid interlocutor to receive assistance from that account.

It is very easy to use, click on Generate Support Code and a new pop-up window will be displayed in which you have to click on the blue Generate Code button.

After that, a 7-character alphanumeric code will be displayed which will be the code you must indicate by phone to receive support.

NOTE: You should only use this option when you need to call our phone support. We will never call you to request this information.