Escalating Issues to Mainstay – Mainstay

Have a question about your bot or dashboard or need to share information with Mainstay about an issue?

If you need technical support, please contact support@mainstay.com. This email address is constantly monitored by our Support Team during business hours (9am-5pm EST, Monday-Friday), allowing us to help you faster.

Technical support includes questions about how a product feature works, reports of an issue you're experiencing, and requests for analytics.

How to escalate:

1. Make sure you’re sending the email to support@mainstay.com

2. Let us know how urgent or important this issue is.

If it is an emergency (like an error with a campaign you just sent), please write URGENT in the subject line. If it is after office hours, you can also contact your designated Mainstay point of contact.
If it is time sensitive, please share any deadlines we should keep in mind in the body of the email.

3. In the body of the email, describe the issue with as much detail as possible. Tell us each step you took to get there.

4. Add screenshots, a video of your screen, or links to where the issue is occurring.

Screenshots and video are very helpful if we have any problems replicating what you’re experiencing

Sometimes we might need additional information from you. If that’s the case, we will reach out with follow up questions or request a quick video chat so we can see your screen and properly diagnose your issue and help you with next steps.

Please keep in mind that while we do our best to address your issue quickly, occasionally issues can be complex and take longer to solve. However, we’re always excited to help you and will respond to your email within one business day.

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