Discord (Recommended)
Discord is the fastest way to get support. Our team monitors tickets during business hours with 24/7 coverage for urgent issues.Join Discord
Click to join the Trackly SMS Discord server
Getting Started
- Join the Discord server
- Link your account:
/sms link YOUR_API_KEY - Create a ticket:
/support new subject:"Your issue"
What You Get
- Private support thread for your conversation
- Access to team members and admins
- Real-time status updates
- Full conversation history
Response Times
| Priority | Target Response |
|---|---|
| Low | Within 24 hours |
| Normal | Within 8 hours |
| High | Within 2 hours |
| Urgent | Within 30 minutes |
Email Support
- Your account email
- Description of the issue
- Any relevant IDs (message IDs, campaign names)
- Screenshots if helpful
Support Hours
| Day | Hours (ET) |
|---|---|
| Monday - Friday | 9 AM - 9 PM |
| Saturday | 10 AM - 6 PM |
| Sunday | Limited coverage |
Before Contacting Support
Check the Docs
Many questions are answered in our documentation:Gather Information
For faster resolution, have ready:- What you were trying to do
- What happened instead
- Error messages (exact text)
- When the issue started
- Steps to reproduce
Issue Categories
Account & Billing
- Login issues
- Team access
- Payment problems
- Invoice questions
Technical
- API errors
- Integration issues
- Dashboard problems
- Campaign troubleshooting
Delivery
- Message failures
- High failure rates
- Carrier blocks
- Spam issues
Feature Requests
We love feedback! Submit feature requests via:- Discord:
/support new category:general subject:"Feature request: ..." - Email with “Feature Request” in subject
Status Page
Check system status:Status Page
View current system status
Emergency Contact
For critical production issues outside business hours:- Create an Urgent priority ticket on Discord
- This pages our on-call team
Sales Inquiries
For pricing, enterprise plans, or volume discounts:- Email: [email protected]
- Or ask in Discord for a sales contact