If you require urgent technical support, please visit our Knowledge Base in the first instance - we have a wealth of tutorials and videos to help with your query. 90% of queries can be resolved by visiting the Knowledge Base, and this is the quickest route to finding an answer to your question.
If you still need assistance after viewing our Knowledge Base, you can get in contact with Ezoic support in one of these ways, depending on your level:
1. Accessing the Community: All publishers can access the Ezoic Community by visiting support.ezoic.com and selecting ‘Support Community’ or by going directly to community.ezoic.com. Here, you can connect with fellow publishers and get assistance from the Ezoic team on various topics including site setup, revenue queries, ad placements, and more. You can find out more about how to get the most out of the Community here.
2. Opening Tickets: If you are Level 2 and above, you can create a support ticket here. Provide detailed information, including screenshots and example URLs to facilitate faster troubleshooting. Please note that sometimes your query will be directed to someone outside the Support team who has specialist knowledge of the field that your query sits within.
3. Using Chat Support: Alternatively, you can start a chat by selecting 'Support Chat' after logging into support.ezoic.com or clicking the chat window at the bottom right of the screen. If the query needs escalation, you may be directed to the Support Community or given the option to create a ticket or speak to an agent via the live chat window, depending on your level and agent availability.
Best Practices When Opening Tickets/Live Chats:
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- Email Address: Only use the email address associated with your Ezoic account for support requests.
- Separate Issues: Open separate tickets for unrelated issues to ensure dedicated agent support and effective tracking.
- Avoid Duplicates: Don't open multiple tickets or live chats for the same issue, as this will delay resolution.
- Multiple Sites: Open separate requests for each site if you have queries about more than one site.
General Advice for Publishers:
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- DNS Records: Keep a copy of your DNS Records from your host server ready.
- Recent Changes: Include details of any recent changes to your site, such as host changes, SSL updates, or new plugins.
- Additional Plugins: Have a list of installed plugins available for review.
- Knowledge Base: Search the Knowledge Base for answers before contacting support.
- Provide Detailed Information: The more information you provide upfront, such as site URLs, screenshots, and error logs, the quicker the resolution.
By adhering to these guidelines, you can ensure efficient and effective support from the Ezoic team and contribute positively to the Ezoic Community.