Support & contact

Need a hand? Here’s how to get help quickly and who to contact for what.

Before you reach out

Many questions have a fast answer already:

• FAQ — the most common questions.
• Troubleshooting — symptom-first fixes.
• Search — press / and search these docs.

Who to contact

Your situation	Contact
Day-to-day “how do I…”, account, or access issues	Your agency admin first
A bug, error, or something broken	support@maddict.com
Plan changes — upgrade, more seats, new markets	Your agency admin → Maddict
A security concern or vulnerability	security@maddict.com
You’re a Maddict platform admin	Internal channels + the back-office

Start with your agency admin

For access, invitations, roles, and plan questions, your agency admin is the fastest route — they manage your team and your plan directly. See Managing your team.

How to write a great support request

Help us help you faster by including:

1. What you were trying to do — the goal, in one line.
2. What you did — the steps to reproduce.
3. What you expected vs. what happened.
4. Where — the page or area of the app.
5. When — roughly the time it happened (helps us check logs).
6. Anything else — screenshots, the audience name, error text.

Please don’t include passwords. Maddict will never ask for your password.

Reporting a security issue

Email security@maddict.com with the details. Please give us a chance to address it before disclosing publicly. See Security & compliance.

Response expectations

We aim to acknowledge requests promptly during business hours. Security reports are prioritised. Planned maintenance, if any, is communicated in advance — see Environments & deployment.