Support
This page explains how to reach the Avacy support team, how fast we reply, and what we help with.
Support channels
Every customer can contact us by email or through the contact form. This includes customers on the free plan. A person replies to every request.
| Channel | Who can use it | Answered by |
|---|---|---|
| Email: support@avacysolution.com | All customers, including the free plan | A person |
| Contact form | All customers, including the free plan | A person |
| Chat | Plus and Enterprise plans | A person |
On the free plan, our reply points you to the Help Center guides that best match your request.
We do not offer phone support or a user forum.
The Help Center has guides for the platform. You can use it at any time.
Response times
We reply to your first message within 4 business days, on every channel and every plan. The response time gets shorter with the level of your plan: the higher the plan, the sooner we reply.
What we help with
Our support covers:
- the correct installation of Google Consent Mode, IAB TCF and Google Tag Manager;
- the Avacy banner on your website, including the v3 banner;
- ongoing assistance after the installation.
Support covers websites only. It does not cover mobile apps.
Contact Avacy first
If you have a problem with Consent Mode or TCF signals on Google tags, contact Avacy support first. Do not start from Google.
We will help you find the cause. If it is needed, we involve Google support ourselves.