Not sure where to start? This guide helps you find the fastest path to a solution depending on your situation.
Before contacting support
Most issues can be resolved in under 5 minutes using our self-serve resources. Try these first:
- Search the help center — Use the search bar on the Help Center homepage. Most common questions are already answered.
- Check common issues — The common issues guide covers the top 90% of reported problems.
- Work through the troubleshooting checklist — Why isn't this working? is a systematic walkthrough that resolves most tracking issues.
Choosing the right support channel
- For quick questions: Live chat (Mon–Fri, 9am–6pm EST). Click the chat icon in your dashboard.
- For detailed issues: Email support@webalytics.io with as much context as possible.
- For billing: Email billing@webalytics.io or use Settings → Billing for self-serve.
- For security issues: Email security@webalytics.io — never use standard support for security vulnerabilities.
Writing a good support request
A clear, detailed support request gets a faster, more accurate response. Include:
- Your Site ID (found in Settings → Sites)
- The URL where the issue occurs
- What you were trying to do
- What actually happened (include error messages verbatim)
- Steps to reproduce the issue if possible
- Your browser and OS if it's a display or UI issue
Screenshots helpA screenshot of an error message or unexpected behaviour is worth a paragraph of description. Attach screenshots to your email or share them in chat.
Response time expectations
- Free plan: 3–5 business days
- Pro plan: Within 24 hours on business days
- Team plan: Within 8 hours on business days
Business days are Monday–Friday, excluding US public holidays. We aim to respond faster than these commitments — these are our worst-case guarantees, not targets.
Feature requests
Have an idea for something Webalytics should do? We'd love to hear it. Email hello@webalytics.io with the subject line "Feature request: [your idea]". We read every one.