Our customer support and technical support teams are available during weekdays — there is no customer support available on weekends. We have teams in Pakistan providing support 24/5, and we aim to respond to your ticket within 24 hours.
What can we help you with #
We offer help with the following issues, for example:
- Account management, subscription management, and billing issues
- Connection issues and error messages
- Data discrepancies — situations where you see different data in your report and in the data source itself
How to create a support ticket #
If you’re experiencing issues when using My Pro Metrics, create a support ticket on the My Pro Metrics Hub.
When you submit a support ticket through the Hub, we automatically receive basic information about the products and data sources you’re using, which helps us resolve issues faster.
You can also contact support through our chat, which is available on the Hub and our website.
You can view your active and open tickets directly in the Hub.
Information you should share in a support ticket #
While we aim to respond and help you as quickly as possible, providing the following information can help us resolve your issue faster:
- The product or feature you’re having trouble with
- The data source(s) involved
- Any error messages or screenshots
- Steps to reproduce the issue
- Your team or subscription details, if relevant
Screenshots of missing or wrong data #
If data is missing from your report or isn’t what you expect to see, share a screenshot of the correct data in the data source itself.
For example, if your Facebook Ads impressions are incorrect on your report, provide a screenshot from Facebook Ads Manager showing the correct number of impressions. Make sure the date range is visible in the screenshot.
For data warehouse products, provide:
- A full-screen screenshot of one-day data showing the discrepancy from the data destination
- A full-screen screenshot from the native data source of one-day data with the discrepancy
- The transfer resource name for BigQuery (Marketplace) or the transfer name for other data warehouse products
Error message details #
If you see an error message or the product behaves unexpectedly:
- Share the full content of the error message — a full-screen screenshot is best
- Describe what you were doing before the error appeared (e.g., clicking a button or editing a query) to help us reproduce the issue
For connection or authentication problems, provide your team ID or the email address you use with My Pro Metrics. The team ID can be found on the Team page in the My Pro Metrics Hub.
Getting the best from our chat support #
My Pro Metrics offers live chat support during team office hours (Monday to Friday). Live chat is available on the My Pro Metrics Hub and the website.
If the team isn’t available, you can submit a support ticket directly in chat. In this case, the discussion — including any attachments — is converted into a support ticket, and we’ll respond via email.
Our chatbot can answer many common questions, but you can also reach out to the support team for additional help or request assistance from our accounts team for consultative guidance.
What chat support can help you with #
Chat support can assist with questions such as:
- Getting started with My Pro Metrics products
- Using My Pro Metrics features
- Pricing questions
- Selecting the My Pro Metrics product that best suits your needs
- Account management
- Subscription and billing questions
- Data source authentication issues
- Simple technical questions
If your case cannot be resolved in chat, we will create a support ticket so the technical team can investigate thoroughly.
We can also connect you with our accounts team for custom solutions or consultative use cases.
Best practices for chat #
- Include as many details as possible in a single message, including the full error message text
- Use text only in your initial message; screenshots can be shared later if needed
- Check knowledge base articles for potential solutions before reaching out
The chatbot will respond to your first message. If its suggestions aren’t helpful, request further help from our support team.
When to create a support ticket instead of using chat #
Some issues require more time and technical resources to resolve. Consider a support ticket for:
- Technical questions related to My Pro Metrics Cloud and data warehousing solutions
- Questions or issues related to data schemas and data transfers
- Technical issues such as data discrepancies that require in-depth investigation
Note: AI-generated answers may contain inaccuracies. Always check knowledge base articles or contact the support team before taking action or purchasing a subscription.
