Support

Use this guide when you need direct help from the PayloadRelay team.

Purpose

This guide helps you:

• Submit high-signal support tickets.
• Pick the right issue category.
• Include enough diagnostics for fast triage.

Prerequisites and permissions

• Signed-in access to Support page.

Step-by-step workflow

1. Open Support and choose category

Available categories:

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

2. Fill subject and message

Form limits:

• Category: max 80 chars
• Subject: max 160 chars
• Message: max 5000 chars

All three fields are required.

3. Include diagnostic context

For fastest resolution include:

• Endpoint ID(s)
• UTC timestamp window
• Outcome types and error reasons from Activity
• Steps already tried

4. Submit and follow up

1. Select Send message.
2. Confirm success response (Support ticket queued).
3. Add follow-up details if impact changes.

Support contact email is also shown on the page for direct escalation.

Expected result and verification checks

• Ticket submission is accepted.
• Support has enough context to reproduce or triage quickly.

Common issues and fixes

• Submission blocked: ensure category/subject/message are all filled.
• Length validation errors: shorten subject/message.
• Slow triage: add endpoint IDs and UTC timestamps.

Related guides

• Troubleshooting
• Incident Response
• Billing and Usage