When you need help, there are three ways to reach the Braandly team: open a support ticket in the app, use the contact page, or send an email. This guide covers all three.
Open a support ticket in the app
If you are signed in, a ticket is the fastest way to reach support, and it keeps the whole conversation in one place.
- In your Braandly dashboard, open the Help menu and choose Contact Support, or go straight to the Support page.
- Enter a subject for your request.
- Choose a topic (Account, Billing, Integration, or Other) and set a priority.
- Optionally, link the workspace or brand it relates to.
- Describe your issue and submit.
The priority you set on a ticket is a signal of how urgent your request is, not a way to skip the queue. How quickly the team gets to it also depends on your plan, since higher plans come with higher-priority support. Whatever your plan, every message is read.
Chat with the team on your ticket
Once a ticket is open, you and the support team message each other on it in real time, so replies appear as they are sent without reloading the page. You can see all your tickets and their status on the Support page, reply to keep the conversation going, and close a ticket once your issue is resolved.
Use the contact page
If you are not signed in, or you cannot get into your account, use the contact page. Fill in the form there and the team will get back to you by email.
Contact support by email
You can also write to support@braandly.com directly. Every message is read by a real person.
What to include
To get a quick, useful reply, include:
- The email on your Braandly account.
- The workspace, brand, or Brink involved, if it relates to one.
- What you were doing and what happened.
- Any exact error message you saw.
The more specific you are, the faster support can help. A subject like "Payment succeeded but plan still shows Starter" gets you a better answer than "billing problem."