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Support

Contact Support, include diagnostic details, and report a delivery incident.

2 min read

If you need help from the PayloadRelay team, use this guide.

Purpose#

Use this guide to:

  • Submit a clear support ticket.
  • Select an issue category.
  • Include diagnostic details.

Before you start#

  • Signed-in access to the Support page.

Procedure#

1. Open Support and choose a category#

Available categories:

  • Account access
  • Billing
  • Delivery failures
  • Integration questions
  • Other

2. Fill subject and message#

Form limits:

  • Category: a maximum of 80 characters
  • Subject: a maximum of 160 characters
  • Message: a maximum of 5000 characters

You must fill in all three fields.

3. Include diagnostic context#

Include these details:

  • The endpoint IDs
  • The UTC timestamp window
  • The outcome types and the error reasons from Activity
  • The steps that you tried

Do not include passwords, API keys, tokens, signing secrets, or authorization headers. Do not include URLs that contain secrets or raw request and email payloads. Remove sensitive values before you submit the request.

4. Submit and follow up#

  1. Select Send message.
  2. Make sure that the ticket submission succeeds.
  3. If the impact changes, add follow-up details.

The page also shows the support email address for direct escalation.

Expected result#

  • The ticket is accepted.
  • Support has enough context to reproduce the problem or to investigate it.

Common issues and fixes#

  • Submission blocked: make sure that the category, the subject, and the message are filled in.
  • The form rejects a long value: make the subject or the message shorter.
  • Slow triage: add endpoint IDs and UTC timestamps.
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