I did not find the information I needed in the Help Center. What should I do?
Thank you for checking our Help Center before submitting a help request. If you do not find an answer to your question, you can contact us in the app or by using the Submit a Request link in the top-right corner of the Help Center page or our contact form at https://maplemedia.io/contact. Please note that some of our apps have their own Help Center and contact info.
What is the best way to contact support?
For prompt assistance, please use the "Contact Us" form within the app. It automatically includes crucial details like your app version, device, subscription status, and previous purchases in the email. This way, our support agents will have all the necessary information, saving you the trouble of providing it.
I am unable to contact support through the app. What should I do?
If you cannot access the app, please use our contact form at (https://maplemedia.io/contact) Be sure to enter the App name in the dedicated field of the form. Please include the following information (if appropriate):
- The full name of the app in the subject field
- Your account name (if applicable).
- The version number of the app.
- A detailed description of the situation.
- The troubleshooting steps you have already tried (if an issue is being reported).
I sent an email to Support and did not receive a response. What should I do?
Although it is our policy to answer every question, tickets missing discernable content may not get routed to an agent. To ensure your ticket is handled, please ensure you’ve provided enough information for us to begin a conversation with you. Some items to include:
- The full app name is in the subject field.
- Your account name (if applicable).
- The version number of the app.
- A detailed description of the situation.
- The troubleshooting steps you have already tried (if an issue is being reported).
What information do you need to help me with my request?
The information we need will vary depending on the nature of your request.
- When providing feedback or asking a question, please include the complete name of the app you're referring to and any specifics that will help us understand.
- If you wish to report a bug, please specify the full app name and version, along with a detailed description of the problem. Also, be sure to include any troubleshooting steps you have attempted before contacting us.
Tip: Screenshots or videos of the app's behavior can sometimes help our team determine issues and find solutions quickly.
Why did I receive an automated response to my ticket?
We can receive many questions or reports relating to the same issue. Therefore, it may be necessary to send out responses simultaneously to prevent the influx from overwhelming the support system.
If the automated response cannot address your needs adequately, we recommend responding to the automatic response rather than opening a new ticket. This will prevent your request from being pushed to the end of the queue.
I need help with a paid service or feature. What should I do?
Our recommended contact method is through the app, especially in this case. The data included with your email will help us to identify you as a paid user. If you cannot access the app, please use the contact form at https://maplemedia.io/contact. Be sure to include your purchase information when you submit your details.
What is the best way to prepare my request for help?
Using the suggestions below can help our team get to your ticket quickly.
From within the app - using the contact form provided, enter the details of your help request.
From the Contact Form at https://maplemedia.io/contact