How to Submit Help Tasks

Our team of experts is here to help you with any questions or requests you may have. Please follow the instructions below to submit a task based on the support you need.

Help Me Submit My Order

If you need help submitting an order or navigating the platform, please create a “Request for Support” task on your order page.

Choose “General Platform Navigation” in the “Support Needed For” field, designate the level of urgency, and enter the related details.

Urgency Levels:

• High: Reply by EOD (submissions after 5 pm ET answered next business day).
• Medium: 1-2 business days to reply.
• Low: 3+ business days to reply. Once the task is completed, you will receive a confirmation task with a summary of the actions taken.

Platform Errors

If you notice a deployment error in your dashboard, please create a “Request for Support” task on your order page.

Choose “Platform Errors” in the “Support Needed For” field, designate the level of urgency, and enter the related details.

Deployment Status Error

If you need help submitting an order or notice an error when creating an order, please create a “Request for Support” task on your order page.

Choose “Order Status Issues” in the “Support Needed For” field, designate the level of urgency, and enter the related details.

Check Order Status

To check the status of your order, simply create a “Campaign Details Request” task on the flight of your respective campaign.

Once submitted, our ad operations team will respond back to you on the same day with a
status update.

Optimize Campaign

To optimize your campaign, simply create a “Campaign Details Request” task on the flight of your respective campaign and complete the required information.

Once submitted, our ad operations team will respond back to you on the same day with a note of all the optimizations they made.

Platform Feature Request

If you have a platform feature request, please submit an “Request for Support” task on your
order page.

Choose “Feature Enhancement” in the “Support Needed For” field, designate the level of urgency, and enter the related details.

Frequently Asked Questions

Is there a support email for Connect?
We prefer that all support inquiries be submitted via the tasks referenced above. However, you can also reach out to support@withrealcustomers.com.

How do I add a new advertiser to my account?
If you have an advertiser that needs to be added to your account, please email the following to your BRIDGE representative:

•  Advertiser Name
• Advertiser URL
• Advertiser Category
• Advertiser Business Goals (Brand Awareness, Sales at Store, Store Visits, Online Sales, Online Lead Generation)