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Contacting Support

Introduction
Types of Support
Chat from MarinOne
Reaching the Resolution Center
The Resolution Center

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).

Chat support can be reached either directly from MarinOne or via the resolution center. We'll outline details for both below. To learn how to reach out team by chat, you can review the Chat From MarinOne section below or scroll to the Resolution Center section and choose the platform you're currently using (MarinOne, Marin Social, or Marin Support). From there, simply review the relevant details and get started chatting.

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.

Chat from MarinOne

The quickest and simplest way to reach our team is by chatting with them directly from MarinOne. Simply navigate to the Contact Us button ('support agent' icon) in the bottom-left and click the button to fill out a form and launch your chat session.

Live chat 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). During offline hours, you can file a case with our team from the same location. They will reach out to you when our team is back online.

Note: Live chat support from within the platform is only available in MarinOne. It is not available from any other Marin platforms.

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. From here, follow the instructions listed in the Resolution Center section of this article.

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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

The first step, as always, is to log into MarinOne.
From there, click the Question Mark button ('?' icon) in the bottom-left corner.
From the menu, select Contact Support.
From here, follow the instructions listed in the Resolution Center section of this article.

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 Social

There are two methods for reaching the customer support team from Marin Social:

Directly from the platform
Or by routing through MarinOne

We'll outline both of these options.

From Marin Social Directly

First, be sure that you're logged into the Marin Social platform.
Next, click on the Contact Us button from the bottom-left hand side.
From here, follow the instructions listed in the Resolution Center section of this article.

Marin Social to MarinOne

First, be sure that you're logged into the Marin Social platform.
Next, navigate to the Access MarinOne button in the top-right corner.
From there, click the Question Mark button ('?' icon) in the bottom-left corner.
From the menu, select Contact Support.
From here, follow the instructions listed in the Resolution Center section of this article.

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.

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.

From the Resolution Center, the first step is to select how you would like to reach our team: chat, phone, or case.
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.
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!
For email support, you do not need to go through the Resolution Center. Simply reach out to our team at support@marinsoftware.com.
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.

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.
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.
When you're ready, click Submit.
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.

Your Marin Account

Contacting Support

Table of contents

Introduction