Answers to your frequently asked support questions
Support Portal
How do I access the Connect Support Portal?
You can access the Support Portal in two ways:
- Go directly to https://support.withrealcustomers.com/.
- Navigate to it through your Connect account dashboard.
Is there a support email for Connect?
We prefer that all support inquiries be submitted via our Support Portal here. However, you can also reach out to support@withrealcustomers.com.
How do I view my submitted tickets?
After you submit a ticket in our Support portal, you can seamlessly view, track, and manage your tickets. For more information, click here.
What should I do if I don't hear back after submitting a support request?
Our team aims to respond to all requests as quickly as possible. If you haven't received a response, check your spam/junk folder or reach out to support@withrealcustomers.com for an update.
What kind of reporting support can I request?
You can request help with campaign performance reports, custom analytics, or troubleshooting report issues.
Knowledge Base
What is the Knowledge Base, and how do I use it?
The Knowledge Base is a resource hub with FAQs, step-by-step guides, and video tutorials about audience creation, order submission, reporting, and more.
To access:
- Go to the Knowledge Base tab in the Support Portal.
- Browse by topic to find the materials you need.
Ticket Types
What is the Orders and General support ticket for?
Use the Orders and General ticket when you need help with:
- Ad operations questions
- Checking order status
- Creative edits for campaigns that are not live
- Deployment status errors
- Editing campaign status
- General support questions
- Submitting an order or its details (e.g., dates or info)
- Issues with live or test seeds not sending
- Campaign optimization requests
- Platform errors or screenshot requests
- Submitting a platform feature request
When should I use the Audience Support ticket?
Use the Audience Support ticket you need help with:
- Uploading an audience file
- Uploading a suppression file
- Uploading a file for matchback
- Creating an audience
- Checking if a specific type of data is available
What is the Data and File Support ticket for?
Use the Data and File Support ticket when you need assistance with:
- Uploading a file or a suppression file
- Uploading a file for matchback
- Merging custom variables into an audience
- Combining two audiences into one
- Combining audiences from an order
- General data requests
- Building a new automated process
When should I use the Reporting Support ticket?
Use the Reporting Support ticket for any reporting-related issues, such as:
- Trouble finding your report
- Help mapping an advertiser
- General reporting inquiries
Use the Pixel Creation Support ticket when you need to create a pixel for tracking purposes on channels like Display, Meta, Google, LinkedIn, Snapchat, or TikTok
Pixels can track button clicks, sales, leads, and website traffic for conversion or retargeting goals.
When should I use the Meta Connection Set Up support ticket?
Use the Meta Connection Set Up ticket if you need help connecting your business profile to your Facebook page for Meta advertising.
For more information, view our Connect Self-Serve Guide.