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Home > English > Your Marin Account > Account Activation, Linking & Settings > How To Articles: Account Activation, Linking & Settings > Contacting Support

Contacting Support

Introduction

No matter how experienced you are with the Marin platforms, there may be times when you need to contact our Support team directly. In this article, we'll explain how to reach our support team anytime in a few simple steps. 

Types of Support

We off four primary methods for communicating with our Customer Support team. These are:

  • Chat
  • Phone support
  • Case
  • Email

We'll talk about each form of support in the corresponding sections below. 

Chat Support

You can use our handy chat feature to speak to our Customer Support team directly. Chat support is currently available Monday through Friday from 8 a.m. to 6 p.m. Central (US) or Monday through Friday from 8 a.m. to 5 p.m. GMT (EMEA).

To learn how to reach out team by chat, pick the section below that aligns with the platform you're currently using (MarinOne, Marin Social, or Marin Support) and review the relevant details.

Phone Support

To reach our team by phone, please call 855-647-1617 (North America) or +44 0800 086 8004 (EMEA). Phone support is available Monday through Friday from 8 a.m. to 6 p.m. Central (US) or Monday through Friday from 8 a.m. to 5 p.m. GMT (EMEA).

Case Support

Case support (or email support) is available anytime from our Resolution Center. 

To learn how to file a case with our team, pick the section below that aligns with the platform you're currently using (MarinOne, Marin Social, or Marin Support) and review the relevant details.

Email Support

To reach our team, please email support@marinsoftware.com

Reaching the Resolution Center


For all types of support except for email, you will need to access our Resolution Center.

Your method for reaching the Resolution Center will vary depending on which platform you're using or whether you've already clicked through to the support center. We'll outline each method below.

From the Support Center

If you're reading this, you're already in the support center, so you're one step ahead of the game! You can access all of our support options in just a few clicks. 

From any page in the support center, click Contact Us in the upper-right corner of the screen.
 

Screen Shot 2018-12-10 at 12.20.33 PM.png

 

If for any reason you don't see the Contact Us button, this might mean you aren't currently logged into one of the Marin platforms and are instead viewing the support center as a public viewer, rather than a logged-in customer. Try navigating to your chosen Marin platform and follow the steps below to access support from that platform. 

From MarinOne

  1. The first step, as always, is to log into MarinOne. 
     
  2. From there, click the Question Mark button ('?' icon) in the bottom-left corner. 
     
  3. From the menu, select Contact Support
     

    csupp1.jpg


    Note: A small sub-set of customers may be taken directly to the support center, rather than arriving on this menu. If you find this is the case for your username, follow the instructions listed in the From the Support Center section above.

From Marin Search

  1. First, be sure that you're logged into the Marin Search platform. 
     
  2. From any page in Marin Search, click Help in the upper-right corner of the screen and you'll be taken to the Marin Software Support Center.
     

    Screen Shot 2018-12-10 at 12.20.33 PM.png
     

  3. From there, click Contact Us in the upper-right corner of the screen.
     

    Screen Shot 2018-12-10 at 12.20.33 PM.png

From Marin Social

  1. First, be sure that you're logged into the Marin Social platform. 
     
  2. Next, you'll need to find the ? Help button within the user interface. Depending on where you are in the Platform, this should be located above the main content on the screen. 
     

    csupp4.jpg


     
  3. Click the ? Help button and a drop-down menu will appear. From this menu, click on Knowledge Base.
     

    csupp5.jpg
     

  4. You'll now be presented with the Marin Social Knowledge Base.
     
  5. In the upper-right corner of the screen, click on the Contact Us button to access the Marin Social Resolution Center. 
     

    csupp6.jpg

The Resolution Center


Once you've clicked through from your chosen platform to the resolution center, the remaining steps are the same. Follow the steps below to reach our team by a variety of different methods.

  1. From the Resolution Center, the first step is to select how you would like to reach our team: chat, phone, or case.
     

    csupp2.jpg
     

  2. For chat support, a new window will open. This should populate with a few relevant details pulled from your login information, but if it doesn't, simply fill in the requested information and click Request Chat
     

    csupp3.jpg
     

  3. For phone support, simply dial 855-647-1617 (North America) or +44 0800 086 8004 (EMEA) to reach our team. It's as easy that!
     
  4. For email support, you do not need to go through the Resolution Center. Simply reach out to our team at support@marinsoftware.com.
     
  5. For case support, the Product field should be filled in by default, but you'll just need to add details related to Product Area, Best Topic, and Subject.

    Click Continue to add additional details.
     

    csupp7.jpg


    Make sure you're as detailed as possible in the description box and the following fields by listing the following:
     
    1. The Marin account name
    2. The publisher account name
    3. The affected Campaign, Group, Keyword, and Match Type
    4. The date range during which you experienced the issue or discrepancy
    5. If you've noticed a data discrepancy, include an example of an affected object.
    6. If you're inquiring about an error, include the Activity Log ID. This will help our support team investigate the issue. 
       
  6. At the bottom of the page, you'll see fields for your name, email, and phone number. Like chat support, these details should pull from your login information, but if they don't, just add them in. 
     
  7. When you're ready, click Submit
    ​​​​
  8. Resolution times may vary depending on the type of support you've selected, but we'll be in touch very shortly with any relevant next steps. 
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