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Note
Your attention to the details of your request or to describing the problem you are experiencing is of great help to the team, because we will not need to ask you for any more information and we will be able to show you the solution to your problem straight away. If your request for assistance concerns a specific newsletter it is advisable to indicate the id of the message you are referring to, as well as the list in which it is located (e.g. list 1 message ID 30).


Direct contact from platform

If you have a problem

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or

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  • click on "Support" from the Help menu at the top right and then on "Open a Support ticket";
  • fill in the fields indicated in the form;
  • you will receive a confirmation message to the email specified in the form.

How to fill in the form fields

What’s wrong?: it will be the subject of the ticket that you will open at Technical Support;
How can we help?: here you can tell us what your need is or what problem you are experiencing;
Email: the email address to which we will send the response to your report.

technical question regarding the use of the console, you can contact us by clicking on the icon in the right-hand bar:

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a pop-up form will appear, which you must fill in completely:

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Contact by email

If you can't get into the platform, you can contact the Support Team by writing an email to support@mailup.com. Make sure to use as sender one of the contact addresses you gave us when you activated the platform. You can find them in Settings > Account settings > Admin contacts

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Contact by phone

If you have subscribed to a support level that includes telephone

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assistance (available Monday to Friday from 9am to 6pm on Italian working days), you can call us

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at +39 02 71040485 and follow the steps indicated by the switchboard

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, which will ask you to enter the code of the Mailup console for which you have activated telephone assistance. The code will be the number of the platform, and you will have to press the '#' button to have the call forwarded.

Priority, response and take-over times

The priority

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assigned to your request depends on the level of support and contract you have

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Your care in reporting every detail of your request or in describing the problem you are facing is of great help, because we won't need to ask for more information, and we can provide you a solution right away.

Make sure to contact us via one of the email addresses specified as contacts (in your MailUp Platform, Settings > Account settings > Admin contacts section) in order to be correctly identified and receive assistance on time.

 

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signed. You will then receive a response within the timeframe provide.