Support

How to get help from Tapper

On this page

Where to ask

  • Chat. Press Contact support on any page of this site.
  • Email support@tapper.ai about your account, a connection, your numbers or a change you cannot make yourself.
  • This support site. The Support button in the app's top bar, and the Support row in the account menu at the bottom of the sidebar, open support.tapper.ai in a new tab.
  • Setup guides. Install guides for the monitoring script, the conversion script, each ad platform, Salesforce, mobile app integrations and workspace settings are at docs.tapper.ai.
  • Plans, pricing and demos. In Settings, open Billing and press Talk to sales (View plans on a paid plan). The Plans page has a Book a call button that opens a calendar. On tapper.ai, the product pages have a button to request a demo.
  • Your Customer Success contact. If your plan includes one, write to them directly as well.

What to put in your message

  1. Your workspace name. The Name field under Workspace in Settings. On a computer it also shows on the workspace switcher in the top bar.
  2. The entity. Its name in the entity switcher at the top of the sidebar.
  3. The ad account ID. Open the entity, go to the platform tab (such as Google Ads) and copy the Account ID on the account row. Each platform has its own.
  4. The exact message. The status chip and the sentence under it (for example Needs reconnecting and "Google Ads signed Tapper out of this account"), the toast or the banner, word for word. A screenshot is better.
  5. What you did and expected. The button you pressed, the date and time, and the result you wanted.
  6. For a numbers question: the dashboard tab, date range and filters, and the figure in Google Ads, Meta or your analytics tool you compared against.

Changes only Tapper can make

Ask in chat or by email, naming the workspace and entity:

  • Switch your trial to blocking. Every trial runs in monitor-only, and blocking can be turned on once you move to a paid plan. See Monitor-only: why nothing is blocked yet and what changes when blocking starts.
  • Change products after an ad account is connected. Once an account is live, only Tapper can change products.
  • Transfer workspace ownership. A workspace always has exactly one owner, and only Tapper can move it.
  • Enable Vantage for your workspace.
  • Start or end a deployment A/B test.
  • Security documents. A security report and a risk-assessment questionnaire are available on request. The Security page on tapper.ai says where to send your questionnaire.

Still need help?

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