👋 Why Your First Message Matters
Sending a short greeting like "hi" is a friendly way to start, but it doesn't tell us what you need. We then have to ask follow-up questions before we can help, which adds time to every conversation.
If you include a few key details in your first message, you can often get an answer in a single reply.
📝 What to Include in Your First Message
A good support message answers four simple questions:
- What are you trying to do? For example: "I want to run a site audit" or "I want to update my billing details."
- What happened instead? Describe what you saw, such as a missing result, a page that won't load, or something that looks wrong.
- Where did it happen? Tell us the tool or page you were using and the website or project it relates to.
- When did it start? Let us know if it just began, or if it has been happening for a while.
📎 Helpful Extras to Share
These details help us understand your situation quickly:
- The exact wording of any error message
- A screenshot of the page or the problem
- The domain, keyword, or project name involved
- The steps you took right before the problem appeared
- Anything you've already tried, such as refreshing the page or logging out and back in
✅ Example of a Clear Message
Instead of: "hi"
Try: "Hi, I'm trying to export my keyword report for my project, but the download button doesn't respond. I've tried refreshing the page. Here's a screenshot."
A message like this lets us start working on the solution straight away.
💡 Common Topics You Can Ask About
If you're not sure how to start, here are some common things customers contact us about:
- Questions about how to use a tool or feature
- Help understanding your reports or results
- Account, plan, or billing questions
- Something that isn't working as expected
- Setting up a new project or website
Pick the one closest to your situation and tell us a little about it.
🛠️ Quick Checks Before You Reach Out
Some issues can be fixed in a minute or two. Before you contact us, you can try these steps:
- Refresh the page and try again.
- Log out of the platform and log back in.
- Try a different browser or an incognito window.
- Check that you're using the correct project or website.
- Clear your browser cache if a page looks outdated or incomplete.
If none of these solve the issue, mention that you tried them when you contact us. It saves time for both of us.
🙋 Need Help? Contact Our Team
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.
When you connect, tell us what you need in your first message, and we'll take it from there.