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.
INDEX
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.
1.2.2 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're logged into your Mailrelay account, you can access support from your dashboard. To do this, click on the "Help" option in the upper right corner, and you'll see four options: Support Tickets, Chat, Knowledge Base, and Generate Support Code. Let's look at each of these in detail.
2.1 Support tickets
This option will open a pop-up window at the bottom of the browser, where you can ask your questions, choosing the department and filling in the subject.
- 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.
2.2 Chat
This option lets you talk live with a member of the Mailrelay team without leaving your account. In the Help menu it appears as Chat.
When you click it, a window opens in the bottom right corner of the screen with the Chat with Us area, where you can choose the department you want to talk to:
- Support: questions about using the platform, sending, imports, settings, etc.
- Billing: questions about payments, plans and invoices.
- API and Integrations: technical questions about the API or connecting with other tools.
When you select a department, for example Support, the conversation opens. The header shows the estimated response time (for example, Currently replying in 1 minutes) and a welcome message from Mailrelay.
Type your question in the Reply field and click the send button (the arrow). You can also attach files with the paperclip icon or add emojis. Your message will appear in the conversation and a team member will reply in the same window.
To go back to the list of departments, click the arrow in the top left corner of the window. To close the chat, click the X.
2.3 Knowledge Base
This option gives you access to Mailrelay's help articles and guides, so you can answer your own questions at any time without leaving your account.
When you click Knowledge Base, the Support panel opens. In the Got questions? section you'll find:
- Search for help: a search box to find articles by keyword.
- Suggested articles: the most viewed articles, such as sender setup (SPF, custom domain, DKIM and DMARC), two-factor authentication or importing contacts.
To look up a specific topic, type a keyword in Search for help (for example, DKIM) and click the magnifying glass or press Enter.
You'll see the number of articles found and the list of related articles.
Click an article to read it directly in the panel. If you'd rather open it in a new tab, click the external link icon next to the title. To return to the results, click Back.
If you can't find the answer you're looking for, you can open a ticket (section 2.1) or contact us by chat (section 2.2).
2.4 Generate support code
Generate support code is a button that creates a temporary PIN that the Mailrelay team uses to log in to the account as if they were the customer. It works as an authorization.
How to generate it:
- Click the Help option in the top right corner.
- Select Generate support code.
- The system will create a temporary PIN. It is valid for 24 hours and can only be used once.
- Give that PIN to the Mailrelay team.
Because it is temporary, the PIN stops working after a while. If the team needs to access the account again later, just generate a new one. For security, share the PIN only with the Mailrelay support team.
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