Getting help

Something looks wrong – a number that doesn’t match, an event that never arrived, a question the docs don’t answer. Write to us. Support isn’t a separate desk: the people who reply run the platform and can see your project’s configuration and its deliveries, so a short message is enough to get an investigation moving.

How to reach us

Email support@fidero.com with anything from a quick question to a suspected incident. If your plan includes a shared Slack channel with the Fidero team, that’s usually the faster route for day-to-day questions and quick checks.

To request a new destination or a configuration change, use the same channels. Configuration & changes covers how requests land and propagate.

You don’t need to be a customer to write – questions from teams evaluating Fidero are welcome on the same address.

Response times

Email gets a first reply within 24 hours on every plan. Plans with priority support carry faster commitments, down to four-hour response times with a dedicated contact. The exact commitment is set by your plan – pricing has the detail.

A reply means someone has looked at your project, not a ticket number and a queue.

What to send

You don’t need a polished bug report. What shortens the loop:

• Your project ID
• The event – its name, a transaction_id if you have one, and roughly when it fired
• What you expected against what you saw – “GA4 shows 210 purchases for May, Stripe shows 273” pins a problem faster than “the numbers look off”
• The destination where it shows up – or doesn’t
• Anything that changed recently on your side – a deploy, a new domain, a consent banner update

If you’re mid-setup rather than mid-incident, run the checks on Verify your setup first – it confirms events are arriving, enriched and delivered, and whatever it turns up is exactly what to send.

When we contact you first

Fidero monitors delivery to every destination and flags integration failures and data anomalies as they happen. We investigate what it flags, so a delivery problem usually reaches you as a message from us – not a thread you had to open.