Help
Talk to the Postal team: open a request and follow the reply.
What it's for
Help is the direct channel to the Postal team. You open a request (question, problem, billing matter), the team replies inside the dashboard, and you also get the reply by email.
When to use: When the documentation doesn't solve it: an error you don't understand, a domain that won't verify, a strange charge or a question about your plan.
#Open a request
Where to find it: Team menu › Help. Address: app.postal.so/help.
Click New request (at the top of the list, or in the empty state) and fill in:
| Field | What to enter |
|---|---|
| Category | Question, Problem, Billing or Other. It helps the team route the request to the right person. |
| Subject | A one-line summary (up to 150 characters). |
| Message | Describe what happened, what you expected and what you already tried. Minimum of 10 characters and maximum of 5,000. The more detail, the faster the reply. |
| Send request | Creates the request. The reply arrives on the tracking screen and by email. |
What to send to get help faster
- What you wanted to do and what happened instead.
- The domain, the email ID or the error message you saw.
- When it started and whether it always happens or only sometimes.
Tip
Before writing, take a look at the documentation, the errors and limits pages and the Usage tab: your sends, your plan quota and whether sending is paused explain a good share of cases. The empty state of Help has these three shortcuts.
#Tracking your requests
The Help list shows the requests, from the newest to the oldest. A line under the title says which ones you see: You see the requests of the whole team (owners and admins) or You only see the requests you opened (members).
| Column | What it shows |
|---|---|
| Nº | The request number (for example, #12). Quote it if you write to the team some other way. |
| Subject | The summary. Click to open the conversation. Owners and admins also see who opened it, shown after by. |
| Category | Question, Problem, Billing or Other. |
| Status | Open (the team has yet to reply), Answered (the team replied and is waiting for you) or Closed (finished). |
| Last activity | When the last message was sent (hover to see the full date). |
Inside a request
- Under Messages, the whole conversation appears in order, with your replies marked You and the team’s marked Postal team.
- To reply, write in Your reply and click Send reply. If the request was already Closed, the button becomes Reopen and reply: your reply reopens the conversation.
- Only the person who opened the request can reply. Other team members (owners and admins) can read it but not write.
- Back to Help returns to the list. If the request does not exist or you do not have access, Request unavailable appears.
When you have not opened any yet, the screen shows No requests yet, with tips on what to send and shortcuts to the documentation, to limits and errors, and to account usage.
See also: Open a request · Get the reply by email.