> ## Documentation Index
> Fetch the complete documentation index at: https://docs.upstackdata.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> Contact Upstack Data support — chat with an agent via Intercom, email support@upstackdata.com, or browse troubleshooting guides for events, destinations, and attribution issues.

export const IntercomLink = ({label = 'chat with a support agent', message}) => {
  const handleClick = e => {
    e.preventDefault();
    if (typeof window !== 'undefined' && typeof window.Intercom === 'function') {
      if (message) {
        window.Intercom('showNewMessage', message);
      } else {
        window.Intercom('show');
      }
    } else {
      window.location.href = 'mailto:support@upstackdata.com';
    }
  };
  return <a href="#" onClick={handleClick} style={{
    color: 'var(--accent)',
    textDecoration: 'none',
    cursor: 'pointer',
    transition: 'color 80ms ease'
  }} onMouseEnter={e => {
    e.currentTarget.style.color = 'var(--accent-hover)';
    e.currentTarget.style.textDecoration = 'underline';
  }} onMouseLeave={e => {
    e.currentTarget.style.color = 'var(--accent)';
    e.currentTarget.style.textDecoration = 'none';
  }}>
      {label}
    </a>;
};

export const IntercomButton = ({label = 'Chat with support', message}) => {
  const handleClick = e => {
    e.preventDefault();
    if (typeof window !== 'undefined' && typeof window.Intercom === 'function') {
      if (message) {
        window.Intercom('showNewMessage', message);
      } else {
        window.Intercom('show');
      }
    } else {
      window.location.href = 'mailto:support@upstackdata.com';
    }
  };
  return <button type="button" onClick={handleClick} style={{
    display: 'inline-flex',
    alignItems: 'center',
    gap: '8px',
    background: 'var(--accent)',
    color: '#ffffff',
    border: '1px solid var(--accent)',
    borderRadius: '4px',
    fontSize: '0.875rem',
    fontWeight: 500,
    padding: '10px 16px',
    cursor: 'pointer',
    transition: 'background 80ms ease, border-color 80ms ease',
    textDecoration: 'none',
    lineHeight: 1,
    margin: '8px 0'
  }} onMouseEnter={e => {
    e.currentTarget.style.background = 'var(--accent-hover)';
    e.currentTarget.style.borderColor = 'var(--accent-hover)';
  }} onMouseLeave={e => {
    e.currentTarget.style.background = 'var(--accent)';
    e.currentTarget.style.borderColor = 'var(--accent)';
  }}>
      <svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg" style={{
    flexShrink: 0
  }}>
        <path d="M8 1.5C4.41 1.5 1.5 4.07 1.5 7.25c0 1.6.74 3.05 1.93 4.07v2.18l2.09-1.15c.78.27 1.62.42 2.48.42 3.59 0 6.5-2.57 6.5-5.75S11.59 1.5 8 1.5z" fill="currentColor" />
      </svg>
      {label}
    </button>;
};

We're here to help you get the most out of Upstack Data. Whether you're stuck on installation, debugging events, or planning a complex destination setup, our support team is ready to assist.

## Get help now

The fastest way to reach us is in-app chat. Click below to start a conversation with the support team.

<IntercomButton label="Chat with support" />

Prefer email? Reach us at [support@upstackdata.com](mailto:support@upstackdata.com).

## Support channels

<CardGroup cols={2}>
  <Card title="Live chat" icon="comments">
    Open the chat widget to talk with a support agent. Most messages get a response within a few hours during business hours.

    <IntercomLink label="Open live chat →" />
  </Card>

  <Card title="Email support" icon="envelope" href="mailto:support@upstackdata.com">
    For longer questions, account issues, or screenshots, email us at [support@upstackdata.com](mailto:support@upstackdata.com).
  </Card>

  <Card title="Help center" icon="book-open" href="/troubleshooting/events-not-in-dashboard">
    Browse troubleshooting guides for the most common issues.
  </Card>

  <Card title="Documentation" icon="file-lines" href="/overview">
    Step-by-step guides for installation, destinations, and platform concepts.
  </Card>
</CardGroup>

## Support hours

Our support team is available Monday through Friday, 9am–6pm ET.

Outside business hours, you can still send a message — we'll respond first thing the next business day. For urgent issues affecting production tracking, mark your message as **Urgent** and we'll route it to an on-call engineer.

## Before you reach out

To help us resolve issues faster, include the following when possible:

* **Pixel ID** (find it in **Settings → Pixel** in your dashboard)
* **Store URL** or domain you're tracking
* **Affected destination** (Meta, TikTok, Klaviyo, etc.)
* **Browser and OS** if the issue is in the dashboard
* **Screenshots** of error messages or unexpected behavior
* **Time range** when the issue started

You can also <IntercomLink label="chat with a support agent" /> directly and share these details in the conversation.

## Common issues

If you're hitting a known issue, our troubleshooting guides may resolve it without waiting for support:

<CardGroup cols={2}>
  <Card title="Events not appearing in dashboard" href="/troubleshooting/events-not-in-dashboard">
    Verify your pixel is loading and events are reaching Upstack.
  </Card>

  <Card title="Events not reaching destination" href="/troubleshooting/events-not-reaching-destination">
    Check destination credentials, mapping, and forwarding rules.
  </Card>

  <Card title="Attribution mismatch" href="/troubleshooting/attribution-mismatch">
    Reconcile differences between Upstack reporting and your ad platform.
  </Card>

  <Card title="Duplicate events" href="/troubleshooting/duplicate-events">
    Diagnose and resolve double-counted conversions.
  </Card>
</CardGroup>

## Account and billing

For subscription, billing, or plan questions, see [Subscriptions and billing FAQ](/billing/subscriptions-and-billing-frequently-asked-questions) or <IntercomLink label="contact support" />.