How to contact Admitad Affiliate support

  • Updated

If you have a question or a problem, feel free to contact Admitad support.

You can send a support ticket using the following methods:

How to interact with Admitad support

  • Support agents don't communicate on Skype, blogs, or other channels.
    Every problem should be handled within a corresponding request sent from the Admitad Support Requests section or via email.

  • Support agents do not consult on programming, web design, or other matters not related to the use of the system.

  • Please read the related texts in Admitad Affiliate for Publishers before creating a request. Chances are you will find the answer in one of the articles and won't have to wait for a support agent to reply to you.

  • Try to formulate your request clearly and in detail. Specify the program name or attach affiliate links in question to faciliate resolving your problem.

  • Timely respond to clarification questions and provide additional information support agents may request.

  • Stick to the "one problem — one request" principle. It will accelerate problem resolving and help you easily find any ticket when if you need it.

How to contact support if you already have an Admitad Affiliate account

Log in to your Admitad Affiliate account to create support tickets.

How to go to Admitad support requests

You can visit this section:

  • From your Admitad Affiliate account. For that, click Support in the upper right-hand corner on any page of the account.

  • from any Admitad Support page if you have already logged in to your account. For that, hover the cursor over your profile pic and select the appropriate option in the dropdown menu.

    • My requests. Click to view all your requests.

    • Submit a request. Click to send a new Admitad support request (how to do that).

    • Help Center. Click to go to Admitad product and service guides.

    • Log out. Click to log out of your Admitad Affiliate account.

Admitad support requests: section overview

This section contains several tabs:

  • My requests. All your requests are shown here.

  • Submit a request. Here, you can send a support request. (How to do that).

  • Shared requests. This section is only available if there are guest accounts in your Admitad Affiliate account or your account is a guest account.
    This section shows all requests created by the owner of the parent account, as well as all requests created by owners of guest accounts.

Using the Admitad Support Requests section

In the My requests, and Shared requests tabs, you can do the following:

  • View request info (ID, subject, date of creation and last update, status).

  • Go to the required request to:
    • View its contents
    • Continue the thread
  • Find any request by ID, subject, phrase, or status using the search bar.

  • Sort requests by date of last update.

How to create an Admitad support request

1. Go to the request creation page.

2. Fill out the following fields:

  • Subject. Formulate your request so that it clearly translates what it is about. This will help support agents reply to you faster. The subject can be up to 150 characters long.

  • Description. Describe your problem or question in detail.
    • Try to be clear and consistent.
    • Give examples wherever possible and appropriate.
    • Attach helpful materials (e.g., an affiliate link or name of the program in question).
  • Attachments. Optional field. You can attach files or screenshots that will illustrate the problem or are related to your request.

3. Click Send.

Done! Your request has been created and sent to Admitad support.

The request will receive the Open status and appear in My requests.
You can only communicate with support agents within a request thread.

Timely respond to clarification questions and provide additional information support agents may request. This will help support agents resolve your problem faster.

How long does request review take and what happens next

All requests are process on the first-come-first-served basis.
You will be notified once a support agent starts working on your request.

On average, 3-4 hours pass from creating a request and receiving a reply from a support agent.

What happens next

  • Support agents may ask you clarification questions.
    • In this case, your request will be given the Pending your response status.
    • Try to answer the questions in as much detail as possible.
  • In some cases, support agents need to get information from colleagues from other departments. This may take some time.
    • In this case, a support agent will tell you about it.
    • The request will get the Open status.
    • The support agent will return to you with a reply once they receive the necessary information.
  • The request thread will continue until the request is marked as completed. The request can be marked:
    • By you (using the Mark as completed button in the request)
    • By system (only for Pending your response request if you haven't responded to the agent's last message within 72 hours)

If you have new questions not related to the original problem, avoid asking them in the same thread. Create a new one instead. Stick to the "one problem — one request" principle. It will accelerate problem resolving and help you easily find any request when if you need it.

  • You can re-open a completed request if necessary.
    • To do that, open the completed request and send a new message within it.
    • The request will be given the Open status again and submitted for review.
  • If you have guest accounts alongside the main account, you can view your colleagues' requests and communicate in their threads in the Shared requests section.

How to contact support if you don't have an Admitad Affiliate account

If you don't have an account (or you can't recover access to it), send your request to support@admitad.com.

When communicating via email, stick to general rules for communicating with Admitad support.

All requests are process on the first-come-first-served basis.
You will be notified once a support agent starts working on your request.

On average, 3-4 hours pass from creating a request and receiving a reply from a support agent.

What happens next

  • Support agents may ask clarification questions on your request. Try to answer the questions in as much detail as possible.

  • In some cases, support agents need to get information from colleagues from other departments. This may take some time.
    • In this case, a support agent will tell you about it.
    • The support agent will return to you with a reply once they receive the necessary information.

FAQ

Why does the Admitad Support Requests section not show all of my requests?

This is related to migration of older requests (tickets) to the new section titled Admitad Support Requests.

  • Currently, only tickets with the Closed status are moved to this section.
  • Tickets with the New, In progress, or Pending status can't be moved due to technical reasons.
    You can find these tickets in Inbox.
    • Search them by ID or subject or use filtering by status.
    • You can continue your thread with support agents within those tickets and close them after the corresponding problem is resolved.

Once all the older tickets get the Closed status, they will be moved to Admitad Support Requests.

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