Support tickets
Contact Piloterr support from the dashboard and follow your tickets.
When common issues does not unblock you, open a ticket from Settings → Support. You can attach logs, track replies, and mark the conversation resolved when you are done.
Create ticket
Where to find it
In the dashboard sidebar, open Settings → Support. You get three entries: New Ticket, My Tickets, and API Status. Tickets are per workspace — switch account first if you have more than one.
Open a ticket
Choose New Ticket
Go to Settings → Support → New Ticket. Read the Support guidelines banner before you submit.
Fill in the form
Add a short Title, set Priority, pick a Category and Subcategory, then describe the issue in the message. Attach a file if it helps.
Submit
Click Create ticket. You land on the ticket thread, and email notifications keep you updated when the team replies.
What to include
- The endpoint path (for example
/v2/usageor/v2/google/search). - The timestamp of the failing call (UTC if you can).
- The HTTP status code and the exact
errorstring from the response. - A
request_idfrom API Logs when you have one. - What you expected vs what you got, in one or two sentences.
Support is available Monday to Friday, 9:00–17:00 (Paris time). We answer every ticket; response time depends on your plan and support level. Idle tickets may be closed by the team.
Categories
| Category | Typical subcategories |
|---|---|
| Billing | Invoice, Payment failure, Refund or credit, Plan change |
| Account | API key, Dashboard login, Rate limit |
| Technical | API errors, Timeout / performance, Incorrect data, Endpoint down |
| Integration | SDK bug, Auth flow, Webhook |
| Commercial | Partnership, Reseller, Pricing, Custom plan, Review voucher |
Priorities and statuses
| Field | Values |
|---|---|
| Priority | Low, Medium, High, Urgent |
| Status | Open, In progress, Resolved, Closed, Archived |
Follow the conversation
Open any ticket from My Tickets. You see the original message, attachments, and the Messages thread. Reply with optional attachments while the ticket is open or in progress. When the issue is fixed on your side, click Mark as resolved. Replies are disabled once a ticket is Resolved or Closed.
- The Playground can pre-fill a technical ticket with endpoint and status context — complete the placeholders before you send.
- Check API Status on the same Support menu if you suspect a platform-wide incident.
Limits
- Free trial accounts can open one support ticket in total.
- Paid accounts can open up to 10 tickets per day.
- Attachments accept
.png,.jpg,.jpeg,.txt,.log, and.json, up to 10 MB.
If you already have an active live chat, continue there — do not open a duplicate ticket for the same issue.
Before you open a ticket
Work through Common issues first. Many 401, 402, and timeout cases are fixed from the dashboard without waiting for a reply.