Support
A real person reads every request. The quickest way to reach us is the support panel inside the app. It attaches your account details automatically and keeps the whole conversation in one place.
How to reach us
In the app
Fastest- Click Submit a request and pick Bug report, Feature request, or Question.
- You’ll get a ticket number right away, something like
#3F8A2C. - Replies show up under My tickets. The button gets a badge when there’s something new.
By email
If you can’t sign in, don’t have an account yet, or you’re writing on behalf of a colleague, email us instead. Include your Google Ads customer ID and, if you have one, your ticket number.
Please don’t send Google Ads passwords, API tokens, or OAuth credentials through either channel. We’ll never ask for them.
How quickly you’ll hear back
These are the targets for a first reply from a person, counted in business hours.
| Priority | What that looks like | We reply within |
|---|---|---|
| Urgent | MotiveMap is down, or changes are reaching your Google Ads account that shouldn't be. | 2 business hours |
| Standard | Something is broken, or your account data has stopped updating. | 1 business day |
| Low | Questions, how-tos, feature requests. | 2 business days |
If a ticket has gone past its target and you haven’t heard from us, reply in the thread with the word Escalate. The engineering lead picks those up the same business day.
Reporting a security issue
Found a vulnerability, or think someone has been in your account who shouldn’t be? Email security@motivemetrics.com. Security reports jump the queue and get a reply within one business day. Please give us a fair window to investigate before you post about it publicly. We’re glad to credit you for the find.
A few things that help
- Specifics speed things up. Campaign and keyword names, the date range you had selected, and a screenshot are all useful.
- Our uptime and data handling commitments are in the Terms of Service and Privacy Policy.