Contact Support
Try self-serve first
Most issues are faster to resolve with:
- www.thanks.io - step-by-step articles
- docs.thanks.io - API reference
When to contact support
- You've followed the troubleshooting guide and the issue persists
- You see an error message you don't recognize
- An order was sent incorrectly and you need to discuss a resolution
- You need data deletion, a full data export, or account closure
- You have a billing dispute or refund request
How to contact
| Channel | Access |
|---|---|
| Help center & tickets | www.thanks.io |
| support@thanks.io | |
| Chat | Dashboard chat icon (lower corner) |
| Dedicated account manager | See account settings |
| Slack | Invite link in onboarding materials |
What to include in your request
A complete request gets resolved faster:
- Account email - the email associated with your thanks.io account
- Order ID(s) - from the Orders section or email receipts
- List ID or campaign name - if the issue involves a list or campaign
- Exact error message - copy/paste, not a paraphrase
- Steps to reproduce - numbered sequence leading to the issue
- Expected vs. actual behavior
- Screenshots
For API issues, also include:
- Endpoint called (e.g.,
POST /api/v2/send/postcard) - HTTP status code
- Full response body (redact any tokens first)