Most of the time spent on a ticket goes on questions back and forth. A complete first message often halves the time to a fix.
Include these every time
- Your account or platform name, and your account ID.
- What you expected to happen.
- What happened instead, with the exact error message if there is one.
- Where: the page, campaign ID, creative ID or advertiser account.
- When it started, with time zone.
- What you already tried.
- A screenshot or screen recording, if the problem is visual.
Say how urgent it is
Use the priority levels from the Service Level Agreement:
| Priority | Example |
|---|---|
| Critical | Platform down, no bidding |
| High | Key feature broken |
| Normal | Question or minor issue |
Mark it Critical only when it really is: that keeps the fast lane fast for everyone.
Don't include
- Passwords or API keys. We never need them, and you should never send them by email or chat.
- Full card numbers or other payment details.
Where to send it
support@adtech.eu, live chat, or WhatsApp at +1 470 570 7000. See the Support Center.
Related: Support channels and response times · What support covers, and support tiers
Nov 13, 2026