Support FAQs

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.

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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:

1. Go to the Knowledge Base tab in the Support Portal or click this link: https://knowledge.withrealcustomers.com/connect
2. Browse by topic to find the materials you need.

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Ticket Types 

What is the Orders and General ticket for?

Use the Orders and General ticket when you need help with:

• Ad operations questions
• Creative edits for campaigns that are not live 
• Editing campaign status
• Email cancellation
• General support questions
• Help submitting an order or its details (e.g., dates or info)
• Issues with live or test seeds delivery 
• Campaign optimization requests
• Order deployment status or errors
• Platform errors or screenshot requests 
• Platform features request
• Transfer Gateway account access
• Submitting a custom email footer request

When should I use the Audience ticket?

Use the Audience ticket when you need help with:

• Creating an audience
• Running a complicated count 
• Building a lookalike audience
• Inquiries about the types of audience data we have 

What is the Data and File ticket for?

Use the Data and File 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 

What is the File Transfer ticket for?

Use the File Transfer ticket when you need assistance with:

• New customer setup
• Adding a new user to an existing account
• Password reset or reactivating an account
• Modifying an existing customer setup or existing user
• All other questions about your account

When should I use the Reporting ticket?

Use the Reporting ticket for any reporting-related issues, such as:

• Trouble finding your report
• General reporting inquiries

What is the Pixel Creation ticket for?

Use the Pixel Creation 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 Setup ticket?

Use the Meta Connection Set Up ticket if you need help connecting your business profile to your Facebook page for Meta advertising. 

When should I use the New Advertiser Setup ticket?

Use the New Advertiser Setup ticket when you need to set up a new advertiser account. Our team of experts will be happy to assist you. 

 

For more information, view our Connect Self-Serve Guide.