Support
How to get help with Multogram: the AI assistant in the application, a support ticket from the application or your account on the website, ticket categories and statuses, what to include so the answer comes faster, and what to do if you can't sign in.
If the documentation doesn't have the answer, there are three ways — from the fastest to the most thorough.
- Searching the documentation — the Search field at the top left, or
Ctrl+K. - AI assistant — the button in the bottom-right corner of the application. It answers right away and knows the application and the documentation.
- A support ticket — a person answers. The reply arrives in your account on the website.
How to open a ticket
From the application — the best way
Settings → Support → Create a ticket. Choose what the ticket is about, write a subject and a description and click Send ticket.
A ticket from the application automatically gets the encrypted technical log of this installation attached. It helps support see what happened, and only support can read it. So write from here about errors in the application and modes.
If the AI assistant can't solve the problem, it offers to Send ticket itself — the form opens with the text already written; check it and send it.
From your account on the website
Dashboard → Tickets → New ticket. Suitable for questions about payment, plans and the account — and when the application won't start.
Ticket categories
| Category | What to write about |
|---|---|
| Application bug | Something crashed, froze or did the wrong thing |
| Payment issue | An invoice, a subscription, a mode purchase, a refund |
| Account issue | Signing in, email, password, the security of your Multogram account |
| Using a mode | How to set up or run a mode |
| Bonus & referral program | Points, rewards, referrals, payouts |
| Feature request | What you miss in the product |
| Something else | Everything else |
In the application the same categories have shorter names: Something is broken, Account & sign-in, Payments & subscription, Using an automation, Referral programme, Feature request, Other.
What to write so the answer comes faster
- What you were doing — which mode, which settings, on how many accounts.
- What you expected and what you got instead.
- The error text — the line from the task log or the message on the screen; a screenshot is better.
- The application version — Settings → About.
- The payment ID, if the question is about payment — Dashboard → Payments.
Don't send session files, 2FA passwords or API keys: support doesn't need them, and whoever gets them would have access to your accounts.
Ticket statuses
| Status | What it means |
|---|---|
| Open | The ticket is created and waits for support |
| In progress | Support is looking into it |
| Awaiting you | Support has replied and waits for your answer — open the ticket |
| Closed | The question is solved. You can't write in a closed ticket, but you can open a new one |
A notification arrives about a new reply — in the application's bell and on the website. The conversation happens inside the ticket: Settings → Support → My tickets opens their list on the website.
Limits
- The subject is 3 to 160 characters, the description up to 10,000 characters.
- The number of new tickets per day is limited. If the limit is reached, reply in an existing ticket.
If you can't sign in
If you can't sign in to your Multogram account — you forgot the password or the account is blocked — you won't be able to open a ticket. Write to the support email [email protected] from the address the account is registered to, and describe the problem.
Common questions
How fast does support answer?
It depends on the workload. While you wait, try to find the answer in the documentation or ask the AI assistant — it is often faster.
Where do I read the reply?
In your account on the website, the Tickets section. From the application, Settings → Support → My tickets leads there.
The ticket won't send from the application
Check the internet connection and that you are signed in. If it says the ticket limit for today is reached, reply in an existing ticket on the website.
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