Opening and viewing support tickets

At a glance: Learn how to open a support ticket, which details to include, and where you can view all of your support tickets.

Opening a support ticket

When you open a support ticket, include as much information about the issue as possible. These details will help our support team resolve your issue faster.

To open a support ticket:

  1. From the top bar, open the account menu (email address dropdown) > Help > Contact our team.

    opening_support_ticket.png

  2. In the chat window that opens, click OK, and follow the prompts to get the help you need.
  3. Enter the details of your support request, including the following information:
    • The app ID
    • Your account email address
    • Any relevant details about the issue, for example:
      • A brief description of the problem and what you were trying to do when you encountered it
      • Date ranges
      • Screenshots from AppsFlyer platform or a 3rd-party platform showing your issue, or a short video showing the issue
      • Reports that were generated
      • Debug logs from the SDK or server
      • The SDK version and plugin version
      • Steps to reproduce the issue

Note: If you are unable to open a support ticket as described, contact your CSM or write to hello@appsflyer.com.

Viewing support tickets

Support tickets that you open are accessible via the email correspondence with AppsFlyer support. Access it to search, view, and verify the status of your tickets.