# Get Help & Support

{% hint style="success" icon="memo-circle-info" %}
**Note:** If you don't yet have access to the impact.com platform and need help signing up, [reach out to our support team](https://impact.com/contact/support/) and we'll be happy to assist you.
{% endhint %}

If you ever need help working with the impact.com platform, simply select the ![](https://3964917321-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhRN1rcrim887TwHLBjac%2Fuploads%2Fgit-blob-c96dfc646871077ddf2e4cc2ea81175daa3d0531%2F79e45d44813a3f6d7b87329fec56d9ef69c7b18ad8c329528af6456767aaabac.svg?alt=media) **\[Help]** button in the upper-right corner of your screen. This will open a range of support mediums as follows:

{% tabs %}
{% tab title="PXA" %}
Select [**PXA**](https://pxa.impact.com/) to find a range of industry-specific courses that you can complete to expand on your impact.com knowledge and get certified.

<div data-with-frame="true"><figure><img src="https://3964917321-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhRN1rcrim887TwHLBjac%2Fuploads%2FLSzLdBGAlkUMxWal3rRm%2FScreenshot%202026-02-23%20at%2017.16.59.png?alt=media&#x26;token=528d5e09-ca7f-47df-8ff6-7f8662eb69c9" alt="" width="563"><figcaption></figcaption></figure></div>
{% endtab %}

{% tab title="Walkthroughs" %}
Select **Walkthroughs** to view a range of helpful interactive guides, walkthroughs, and best practices that will launch right on the platform.

<div data-with-frame="true"><figure><img src="https://3964917321-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhRN1rcrim887TwHLBjac%2Fuploads%2F3513bWXaPM7tbFVPd9St%2FScreenshot%202026-02-23%20at%2017.26.36.png?alt=media&#x26;token=7a1b4d51-ad0b-4856-999e-5c162cc1e5bf" alt="" width="327"><figcaption></figcaption></figure></div>
{% endtab %}

{% tab title="Book Time" %}
Enterprise-level customers can select [**Book Time**](https://app.impact.com/secure/advertiser/support/customer-support-portal-flow.ihtml) to book a meeting with a Customer Success Manager (CSM) or the Technical Services team. To upgrade your account for access, submit a support ticket (see the *Tickets* tab for more details).

<div data-with-frame="true"><figure><img src="https://3964917321-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhRN1rcrim887TwHLBjac%2Fuploads%2FrYh5xdOqBUI2meben1Ty%2FScreenshot%202026-02-23%20at%2017.23.08.png?alt=media&#x26;token=c9b972fc-f464-4df4-8a65-18364c7faa1d" alt="" width="563"><figcaption></figcaption></figure></div>
{% endtab %}

{% tab title="Chat" %}
Select **Chat** to start a conversation with an impact.com support agent. Responses may be a little delayed depending on your location and time zone.

<div data-with-frame="true"><figure><img src="https://3964917321-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhRN1rcrim887TwHLBjac%2Fuploads%2FCKX9HipTg1cVKAhZQkbt%2FScreenshot%202026-02-23%20at%2017.28.11.png?alt=media&#x26;token=54586ed4-f73a-483f-87f3-f8fb5e4ede45" alt="" width="343"><figcaption></figcaption></figure></div>
{% endtab %}

{% tab title="Tickets" %}
Select **Tickets** to open the *Tickets* screen where you can then submit a new support request or manage tickets submitted from your account.

<div data-with-frame="true"><figure><img src="https://3964917321-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhRN1rcrim887TwHLBjac%2Fuploads%2FLQhzr0u4AQZKxVpwgFaL%2FScreenshot%202026-02-23%20at%2017.30.54.png?alt=media&#x26;token=0ca348ff-d0ba-437f-a457-c7045c817af6" alt="" width="563"><figcaption></figcaption></figure></div>

<details>

<summary>Create a ticket</summary>

1. From the ![](https://3964917321-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhRN1rcrim887TwHLBjac%2Fuploads%2Fgit-blob-c96dfc646871077ddf2e4cc2ea81175daa3d0531%2F79e45d44813a3f6d7b87329fec56d9ef69c7b18ad8c329528af6456767aaabac.svg?alt=media) **\[Help]** menu in the upper-right corner of your screen, select [**Tickets**](https://app.impact.com/secure/advertiser/support/customer-support-portal-flow.ihtml).
2. On the *Tickets* screen, select **Create Ticket**.
3. Enter a **Subject** line that sums up your issue within 140 characters.
4. Select an **Issue Type** to indicate the category into which your query falls:

**Issue types**

| Type                          | Description                                                                                                                                                                |
| ----------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Support, UI & General Inquiry | For general support, issues with the user interface (UI), or general inquiry. If none of the other options fit, choose this one.                                           |
| Technical Set up              | For issues related to tracking, integrations, event types, or anything to do with how things are set up to track and process actions from your website / media properties. |
| Data & Reporting              | For issues related to erroneous data, reports not working, or similar questions.                                                                                           |
| Payments & Finance            | For issues related to finance, such as funding, invoicing, action payouts, partner funds transfers, and impact.com SaaS fees.                                              |
| Contracts                     | For issues related to creating and managing template terms and contracts.                                                                                                  |
| Settings & Navigation         | For issues related to your impact.com account and Program/Campaign settings.                                                                                               |
| Content                       | For any issues related to ad content.                                                                                                                                      |

5. Optionally, select ![](https://3964917321-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhRN1rcrim887TwHLBjac%2Fuploads%2Fgit-blob-d0b6669ae76a7bef06a8d6940d7ad5c16bb8d018%2F7cb018d4face8d7cceb880eb5086c812e764fbcfe6f2a0377f88bc7576973070.svg?alt=media) **\[Toggle on]** **Ticket Access** to make your ticket accessible to other users of your impact.com account.
   * Optionally, if you enabled access to all users, you may want to add **Email addresses** that will receive an email notification when you submit the ticket.
6. Add a **Description** of the issue you're experiencing in as much detail as possible.
7. Add **Attachments** to your ticket.
   * Attachments can include screenshots, diagrams, notes, etc.
8. Select **Create** to submit your ticket.

</details>

<details>

<summary>Manage tickets</summary>

Use the filters at the top of the [*Tickets*](https://app.impact.com/secure/advertiser/support/customer-support-portal-flow.ihtml) screen to view, edit, or search for support tickets submitted from your account.

| Filter        | Description                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         |
| ------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **\[Search]** | Search existing tickets (that are visible to you) by keyword, ID number, or phrase. When searching, other filters apply to the search results.                                                                                                                                                                                                                                                                                                                                                                                                                                                      |
| Ticket Status | <p>Sort tickets by their status:</p><p>• <em>Open</em> — A ticket submitted by you or a member of your account that's waiting for a response from impact.com.</p><p>• <em>In Progress</em> — impact.com has reviewed your ticket and is working on a solution.</p><p>• <em>Awaiting your Response</em> — impact.com has responded to your ticket and needs your response to continue.</p><p>• <em>Solution Offered</em> — impact.com has offered a solution in your ticket and needs your response to continue.</p><p>• <em>Closed</em> — the ticket has been resolved and is no longer active.</p> |
| Created By    | Sort tickets based on who created them: *All Users* or *Me*. When selecting *All Users*, you won't be able to see tickets not visible to you.                                                                                                                                                                                                                                                                                                                                                                                                                                                       |
| View          | Sort tickets based on whether they are *read* or *unread*. A ticket visible to all users will be marked as read if seen by at least 1 user.                                                                                                                                                                                                                                                                                                                                                                                                                                                         |

</details>
{% endtab %}

{% tab title="Help Docs" %}
Select [**Help Docs**](https://help.impact.com/) to open the impact.com Help Center. There, you can search by keyword or phrase, or browse by category.

<div data-with-frame="true"><figure><img src="https://3964917321-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhRN1rcrim887TwHLBjac%2Fuploads%2FWXgxNYr9vJfYag3VaQaT%2FScreenshot%202026-02-23%20at%2017.35.28.png?alt=media&#x26;token=41703d2d-c369-4e01-a1af-e75084bff724" alt="" width="563"><figcaption></figcaption></figure></div>

The Help Center also includes <i class="fa-sparkle">:sparkle:</i> [**Ask**](https://help.impact.com/?ask=), an AI Assistant that can answer your questions and point you to the right help doc.

<div data-with-frame="true"><figure><img src="https://3964917321-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhRN1rcrim887TwHLBjac%2Fuploads%2FrHPzV7wbyToLB5mgWYWd%2FScreenshot%202026-02-23%20at%2017.37.44.png?alt=media&#x26;token=c6029184-86c0-43ae-8bb2-8a2777eb976b" alt="" width="188"><figcaption></figcaption></figure></div>
{% endtab %}
{% endtabs %}

{% hint style="success" icon="memo-circle-info" %}
**Need help signing in?** If you need help signing in to your impact.com account, [use this link](https://app.impact.com/support/support-landing.ihtml) to submit a support ticket instead.
{% endhint %}