How to Contact Support

You can use the Katalys Support features to get assistance with servicing your account or technical issues, or to submit feedback to our Product Team. Review the steps below to learn how to submit feedback and report errors through the platform.

How to Contact Support for Technical Issues

If you encounter any technical issues while using the platform like a glitch or bug, you can reach out to our Product Team to get help with that feature and find workarounds.

1. Click the Question Mark icon at the top right of the page (available on any page) and select the Contact Support option:

   

2. Create a New Ticket, using Create New Ticket button above the table:

   

3. Enter the details about the issue in the form that appears in a right tray:

   1. Choose Support Type: Product Support - Tech (set by default)

   2. Add a Ticket Title. For example, if you're missing a landing page for a specific brand, use a title like Missing Landing Page - [Brand Name].

   3. Add details in the description. Such as the offer, the specific landing page that's missing, and any other relevant information.

   4. Attach a screenshot or file. If you have a screenshot illustrating the problem, please attach it to the ticket.

   

4. Click Save button to submit the ticket. You will be redirected to the chat window of your ticket. All the status changes and replies will be reflected there:

   

You can find all your tickets anytime in the Support page (click the Question Mark icon at the top right of the page (available on any page) and select the Contact Support option to get there):

How to Contact Katalys Client Support

If you require support on anything else account-related, you can submit a Client Support ticket via Contact Support interface. An Account Manager may reach out to you for additional details before configuring your account.

1. Click the Question Mark icon at the top right of the page and select the Contact Support option:

   

2. Create a New Ticket, using Create New Ticket button:

   

3. Enter the details about the issue in a dialogue box that appears:

   1. Choose Support Type: Product Support - Account (

   2. Add a Ticket Title. For example, if you need an access to the API, use a title like API Access Required - [Profile Name].

   3. Add details in the description. Such as details of your request and any other relevant information.

   4. Attach a screenshot or file, if needed.

   

4. Click Save button to submit the ticket. The Katalys Client Support team will contact you shortly.

How to Provide Feedback

Whether you've encountered a specific problem or have an idea for a new feature, your feedback is crucial in helping our Product Team support your use case. Follow these steps to submit feedback. We appreciate your input and look forward to collaborating with you to enhance the platform's functionality and performance.

1. Click the Question Mark icon at the top right of the page and select the Give Feedback option:

   

2. Enter your feedback in the form that appears in a right tray:

   1. Select the feedback type: Report a problem or Suggest a feature

   2. Provide details: Describe what you expected, what happened instead, add any other details or references that would be useful to the product team.

   3. Upload a screenshot if necessary.

      

A screenshot will be automatically generated from the page that you clicked the Give Feedback button. You can choose to upload a replacement screenshot if you have one.

3. Submit your feedback: once you've completed the form, review your input, and click the Send button. Your feedback will be directed to our product team for review.