Prepare an effective support request

Q: Where do I send a support request?

By email to support@signalist.io. You get a confirmation with your ticket number.

How a request works

Send an email to support@signalist.io, from the address you use to log in to Signalist if you can, so we know which workspace you mean.
You get a confirmation straight away: "We have your message and opened a ticket for it." Its subject starts with your ticket number, for example [#1234].
To add anything, reply to that email. Your reply and its attachments are added to the same ticket.
Our answer arrives by email in the same thread.

What to include

Your goal in one sentence, for example "The campaign 'Q4 Germany' should send to 20 new leads a day."
Where it happens: the page, list, campaign, or lead (a link to the page is ideal).
What you expected and what happened instead. Quote any message or status you see, for example the text of a tag in the Outbox.
When it happened, with the time and your time zone.
What you did just before, step by step.
A screenshot, if it shows the problem. Hide personal data you do not need to share.

What never to send

Passwords, one-time codes, API keys, or tokens. If one was shared by mistake, change or revoke it straight away.
Payment details.
Full exports of your contacts. We can look at the data in your workspace; name one or two example leads instead.

While we investigate

For problems with sending or integrations, keep things as they are. Do not duplicate or restart campaigns and do not change several settings at once, because that can remove the evidence we need and can lead to duplicate outreach.

Before you write, Why aren't messages being sent? explains the most common reasons why sending stops. Signalist often shows the reason on the Dashboard or in the Outbox.

Troubleshooting

Problem	What to do
We cannot reproduce the problem	Add the exact time, the page, the list or campaign, and what changed since it last worked.
You shared a password or key by mistake	Change or revoke it immediately and tell your admin.
The problem is about sending	Leave the campaign as it is, and include the list, the campaign, one affected lead, and the status or tag text you see.
You did not get a confirmation	Check your spam folder. If it is not there, send the email again from the address you use to log in.

Frequently asked questions

Where do I send a support request?

By email to support@signalist.io. You get a confirmation with your ticket number.

How do I add information to an existing request?

Reply to the confirmation or to our answer. Everything in the same thread is added to your ticket.

Should I send a full export?

No. Name one or two example leads or lists instead; we can look at them in your workspace.

Can I include an API key?

Never. If a key was shared, revoke it straight away.

What if the issue is urgent?

Say so in the first sentence, describe how many leads or campaigns are affected, and leave the current state as it is.

Keep reading

Understand credits, plans, and billing

Your plan gives your workspace a number of credits and sender seats. Everything about it is in Company Settings → Plans & Billing , which Company Admins can open. For what each action costs, see How credits are consumed.

How credits are consumed

Signalist spends credits when it does work for you: finding and enriching leads, looking up contact details, researching, tracking signals, and writing AI copy. Looking at data you already have is free.