{"id":295,"date":"2016-11-02T23:25:00","date_gmt":"2016-11-02T23:25:00","guid":{"rendered":"http:\/\/www.gmass.co\/blog\/?p=295"},"modified":"2026-07-27T19:10:45","modified_gmt":"2026-07-27T19:10:45","slug":"support","status":"publish","type":"post","link":"https:\/\/www.gmass.co\/blog\/support\/","title":{"rendered":"How to get support"},"content":{"rendered":"
\n

<\/p>\n

GMass is a low-cost<\/strong>, self-service<\/strong> system. We use Zendesk<\/strong> as our support ticketing system. We do not offer phone support or chat support. Before you submit a request, please try to find the answer yourself by vising our support portal<\/a> or searching using the search field to the right<\/b>. It’s powered by Google and only returns results related to GMass. For example, if you want to know how to edit your campaign, you would search “edit campaign”.<\/p>\n

Here are some additional steps you can take to ensure the best possible GMass support.<\/p>\n

Please do:<\/h3>\n
    \n
  1. Make sure you specify the correct Gmail or G Suite account with which you’re using GMass and you need help. If you have multiple account with which you use GMass, specify the one most closely related to the issue.<\/li>\n
  2. Attach screenshots and videos<\/b> where applicable to illustrate the issue. Both Windows<\/a> and Mac<\/a> computers have keyboard shortcuts to capture your screen. If you want to get fancy, you can use a tool like Snagit<\/a> to capture your screen and annotate it. And if you want to make a video demonstrating an issue, you can use the free version of Screencastify<\/a>.<\/li>\n
  3. If your question has to do with a specific campaign, include the campaign ID<\/b> in your request.<\/li>\n
  4. GMass is deeply integrated with Google Sheets. If your issue concerns a specific campaign connected to a Sheet, like personalization<\/a> or conditional content<\/a> issues, you can expedite our ability to help you by sharing your Sheet in advance with ajay.goel@wordzen.com<\/strong>.<\/li>\n<\/ol>\n

    Please don’t:<\/h3>\n
      \n
    1. Please do not email team members directly<\/b> for new requests. This can either result in no response<\/strong> or a severely\u00a0lower response time<\/strong> (a month or more), since the team member has to first notice the email, and then has to turn the email message into a support\u00a0ticket. In most cases, emails sent directly to team members asking for support are missed or discarded.<\/li>\n
    2. Do not respond to mass emails<\/strong> from GMass staff announcing new features asking for account-specific support.<\/li>\n
    3. Do not<\/strong> contact us on Facebook<\/strong>, Twitter<\/strong>, or LinkedIn<\/strong> with a support request. Your messages will be read but not responded to. You can contact us on social media with a comment, complaint, or compliment but if you want a question answered, then contact us using the form below.<\/li>\n
    4. Usually\u00a0a support requested can be answered by a blog post. Please do not be offended if your support question is responded to with a simple link<\/strong> to a blog post rather than a complete sentence. We use Chrome’s link to fragment<\/a> feature to link you to the exact text inside a blog post that answers your question.<\/li>\n
    5. Do not respond to an old support ticket from a long time ago introducing a new issue<\/strong> unrelated to the previous issue. Instead, create a new ticket by\u00a0sending a new email to our support address, given below.<\/li>\n
    6. Do not comment on a blog post<\/strong>, including this one, and expect a timely response. Blog comments are read, but a blog doesn’t make a good environment from which to provide thorough technical support.<\/li>\n<\/ol>\n

      Common questions and answers<\/h3>\n
        \n
      1. To cancel<\/strong> a campaign, read this article<\/a>.<\/li>\n
      2. To stop<\/strong> other types of GMass emails from sending, read this article<\/a>.<\/li>\n
      3. To cancel a paid subscription<\/strong>, follow these instructions<\/a>.<\/li>\n
      4. If your emails are bouncing because with a “You have exceeded your limit” message, read this first<\/a>.<\/li>\n
      5. If you are trying to cancel a GMass subscription or request a tracking domain or do anything that requires an @gmass.co command<\/strong>\u00a0in the To<\/strong> field, and you get a bounce, it\u2019s because\u00a0you hit the Send<\/strong><\/span> button when you were supposed to hit the GMass<\/span><\/strong> button. Please do not contact us to tell us that an email to an @gmass.co address bounced.<\/strong><\/li>\n<\/ol>\n

        External support options<\/h3>\n

        Both\u00a0Fiverr<\/a> and Upwork<\/a> have over 50 freelancers each that list GMass as a skill.<\/p>\n

        Contact us with the support form<\/h3>\n

        The support form is here.<\/a><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

        GMass is a low-cost, self-service system. We use Zendesk as our support ticketing system. We do not offer phone support or chat support. 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