Getting Help and Submitting Tickets
Open a support ticket from the dashboard, track it to resolution, and know what to include.
The fastest way to get help is a support ticket from inside the dashboard — it lands directly with the team, already tied to your account, so nobody has to ask who you are or dig up your history. This guide covers how to open a ticket, what the statuses mean, and what to include so your issue gets resolved on the first reply.
Opening a ticket
- Go to Dashboard → Support.
- Enter a subject — a brief description of the issue, up to 12 words. A live word counter shows where you stand.
- Write your message — between 5 and 200 words. Enough detail to act on, short enough to read fast.
- Click Send message. The ticket appears immediately under Your tickets on the same page, where you can track its status.
Replies go to your account email, so keep an eye on your inbox after submitting.
Ticket lifecycle
Every ticket moves through four statuses, shown as a badge on the ticket card:
| Status | Meaning |
|---|---|
| Open | Received and waiting for a team member to pick it up. |
| In progress | Someone is actively working on it. |
| Resolved | We believe the issue is fixed — check your email for the details. |
| Closed | The ticket is finished. If the problem comes back, open a new ticket and reference the old one. |
What to include for a fast resolution
The single biggest factor in turnaround time is whether the first message has enough to reproduce the problem. Include:
- The job name or job ID if the issue is about a trace, property pull, or buyer search. The ID is visible on the job's row in the dashboard and in webhook payloads as
job_id. - Approximately when it happened — date and rough time, with timezone. This lets the team find the exact logs.
- What you expected vs. what you saw — for example, "expected the CSV to include phone numbers for 8,000 matched rows; the download only has 3 columns."
- For billing questions, the relevant invoice or purchase from the Billing page — see how credits and billing work, including the exact refund rules, before filing; the answer may already be there.
- For API or webhook issues, the endpoint you called and the response you got — the API guide and webhooks guide cover the most common misconfigurations.
One issue per ticket works best — two unrelated problems in one message tend to get one of them dropped.
Email fallback
If you cannot access the dashboard — for example, you are locked out of your account — email admin@acquiredcrm.com from the address on your account. Dashboard tickets are still preferred when possible because they arrive pre-linked to your account and jobs.
Before you file: quick self-serve checks
- Sign-in asking for an email code? That is normal from a new IP or after 30 days away — see account settings and security.
- Charged for rows that did not match? Bulk rows are billed per row processed; the refund rules are in credits and billing.
- Webhook not firing? Check the enabled toggle and send a test payload first — steps here.