Skip to main content
Need help? The fastest way to get support is through the Support page in your dashboard. Tickets reach the support team immediately, so you get fast responses without leaving the platform.
1

Open Support

From the sidebar, click Support
2

Create a ticket

Switch to the New Ticket tab. Fill in a subject, description, priority, and category.
3

Track progress

View all your tickets in the My Tickets tab. Click into any ticket to see replies and add follow-ups.

​
What You Get

  • Ticket tracking with status updates
  • Threaded replies between you and the support team
  • Priority levels (Low, Normal, High, Urgent)
  • Category tagging for faster routing
  • Full conversation history

​
Response Times

​
Discord

If you’ve linked your account to Discord, you can also create tickets via slash commands. Tickets created from the dashboard automatically appear as Discord threads, and vice versa.

Join Discord

Join the Trackly SMS Discord server
See Discord Support for details on using Discord commands.

​
Email

For non-urgent inquiries or if you don’t have a Trackly account yet:

Email Support

support@tracklysms.com

​
Support Hours

Urgent tickets are monitored 24/7 and answered outside business hours.

​
Before Creating a Ticket

​
Check the Docs

Many questions are answered in our documentation:

FAQ

Common questions

Guides

Feature guides

​
Gather Information

For faster resolution, include in your ticket:
  • What you were trying to do
  • What happened instead
  • Error messages (exact text)
  • When the issue started
  • Steps to reproduce

​
Issue Categories

​
Billing

  • Payment problems
  • Invoice questions
Account, login, and team access issues should be filed under General.

​
Technical

  • Integration issues
  • Dashboard problems
  • Campaign troubleshooting
  • Deliverability issues (message failures, high failure rates, carrier blocks, spam)

​
API

  • API errors

​
Feature Requests

We love feedback! Submit feature requests by creating a support ticket with the General category.

​
Status Page

Check system status:

Status Page

View current system status
Subscribe for notifications about outages and maintenance.

​
Emergency Contact

For critical production issues outside business hours:
  1. Create an Urgent priority ticket from the dashboard or Discord
  2. This pages our on-call team
Reserve urgent priority for genuine emergencies (service down, critical business impact).

​
Sales Inquiries

For pricing, enterprise plans, or volume discounts:

​
We’re Here to Help

Our goal is to make you successful with SMS marketing. Don’t hesitate to reach out — no question is too small.

Dashboard

Create a support ticket

Discord

Community & support

Email

Traditional contact

​
Next Steps

FAQ

Check common questions first

Send First SMS

Get started with a quickstart