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Get Help & Support

Need help signing in? If you need help signing in to your impact.com account, use this link to submit a support ticket instead.

If you ever need help working with the impact.com platform, simply select the [Help] button in the upper-right corner of your screen. This will open a range of support mediums as follows:

Select PXA to find a range of industry-specific courses that you can complete to expand on your impact.com knowledge and get certified.

Select Walkthroughs to view a range of helpful interactive guides, walkthroughs, and best practices that will launch right on the platform.

Enterprise-level customers can select Book Time 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).

If ask impact is enabled for your account, select Chat to open the ask impact chatbot. To contact an impact.com support agent, ask the chatbot to speak to a live agent.

If ask impact is not enabled for your account, this chat option will allow you to start a conversation with an impact.com support agent. Responses may be delayed depending on your location and time zone.

Select Tickets to open the Tickets screen where you can then submit a new support request or manage tickets submitted from your account.

Create a ticket

  1. From the [Help] menu in the upper-right corner of your screen, select Tickets.

  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.

    • See the Issue types references below to understand each issue type.

  5. Optionally, select [Toggle on] Ticket Access to make your ticket accessible to other users of your impact.com account.

    • Alternatively, enter the names of individual Allowed Users.

  6. Optionally, you may want to add CC Emails to receive an email notification when you submit the ticket.

  7. Add a Description of the issue you're experiencing in as much detail as possible.

  8. Optionally, add Attachments to your ticket demonstrating your issue.

    • Attachments can include screenshots, diagrams, notes, etc.

  9. Select Create to submit the ticket.

Issue types (partner reference)
Type
Description

Account Setup and Settings

For issues related to configuring your account, user permissions, and company information.

Finding and Messaging Brands

For issues related to discovering and applying to brand programs, using the Marketplace, and communicating with brands.

Tracking, Reporting, and Technical

For any technical issues concerning customization of your tracking links, data discrepancies in reports, API integrations, and other technical aspects of the platform.

Links, Ads, Codes, and Products

For issues related to accessing or using assets such as tracking links, ad banners, promo codes, and product catalogs.

Finance, Tax, and Brand Contracts

For issues concerning payments, invoicing, tax documentation, and the terms of your contractual agreements with brands.

Campaigns

For issues related to campaigns such as tasks or deliverables.

Login

For issues regarding accessing your account, such as password resets or login errors.

Other — I have a different issue

For any issue that doesn't fit into the other categories.

Issue types (brand reference)
Type
Description

Account Settings and Program Settings

For issues related to configuring your account, user permissions, and program details.

Account Onboarding

For issues related to the initial setup of your account, including completing your profile, and submitting your application.

Ask impact

For issues about impact.com's AI chatbot, ask impact.

Partner Management and Communication

For issues related to managing your partners, communicating with them through the platform, and partner recruitment tools.

Tracking, Reporting and Technical Settings

For technical issues related to tracking links, reporting discrepancies, API integrations, and other technical configurations.

Promotional Content — Ads, Codes and Products

For issues related to creating, managing, and distributing promotional materials such as banners, text links, promo codes, and product catalogs.

Partner Terms and Contracts

For issues related to creating and managing template terms and contracts.

Monitoring and Compliance

For issues related to partner compliance, fraud monitoring, and ensuring adherence to your program's terms of service.

Payments and Finance

For issues related to finance, such as funding, invoicing, action payouts, partner funds transfers, and impact.com SaaS fees.

Creator Campaigns

For issues related to setting up and managing creator campaigns.

Advocate — Referral Programs

For issues related to running referral programs through the Advocate platform.

Optimize

For issues related to the Optimize suite.

Login

For issues regarding accessing your account, such as password resets or login errors.

Other — I have a different issue

For any issue that doesn't fit into the other categories.

Filters reference
Filter
Description

Search bar

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

Sort tickets by their status:

• Open — A ticket submitted by you or a member of your account that's waiting for a response from impact.com.

• In Progress — impact.com has reviewed your ticket and is working on a solution.

• Awaiting your response — impact.com has responded to your ticket and needs your response to continue.

• Solution Offered — impact.com has offered a solution in your ticket and needs your response to continue.

• Closed — the ticket has been resolved and is no longer active.

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.

Manage created tickets

  1. From the [Help] menu in the upper-right corner of your screen, select Tickets.

  2. Use the filters at the top of the Tickets screen to search for support tickets submitted from your account.

    • See the Filters reference above to better understand each option.

  3. To add follow-up comments to a submitted ticket, or to edit permitted fields, select the ticket name in the Subject column.

Select Help Docs to open the impact.com Help Center. Here, you can search by keyword or phrase, or browse by category.

The Help Center also includes Ask, an AI Assistant that can answer your questions and point you to the right help doc.

Note: The Help Center AI Assistant is separate from impact.com's AI chatbot, ask impact. To access ask impact, see the Chat tab in this help document.

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