Contact support
How to reach the elNudge support team and what to include in your request.
Support channels
General support: [email protected]
Billing questions: [email protected]
Support is available in English and Hindi.
For community help and peer discussion, join the elNudge Community Slack. Note that Slack is not an official support channel — use the email addresses above for account and billing issues.
Response times by plan
| Plan | Response time |
|---|---|
| Starter | 3 business days |
| Growth | 1 business day |
| Scale | 4 hours |
| Enterprise | 1 hour |
Response times are measured from when your email is received during business hours (Monday–Friday, 9:00 AM–6:00 PM IST). Emails received outside business hours are responded to on the next business day.
What to include in your support request
Including the right information upfront helps us resolve your issue faster. Please provide:
- Site key — your site's API key, in the format
sk_live_XXXXXXXX. Find it in Dashboard → Settings → API Keys. - Description of the issue — what you expected to happen and what actually happened.
- Steps to reproduce — if applicable, the exact steps to reliably trigger the issue.
- Browser and OS — for example, "Chrome 124 on Windows 11" or "Safari 17 on iOS 17".
- Console errors — open your browser developer tools (F12 or Cmd+Option+I), go to the Console tab, and paste any red error messages.
- Screenshot or screen recording — if it helps illustrate the issue.
Emergency escalation (Scale and Enterprise)
If you are on a Scale or Enterprise plan and are experiencing a critical outage — nudges not firing in production, dashboard inaccessible, API returning 5xx errors — include "URGENT" in the subject line of your email. Urgent tickets are routed to the on-call engineer and are acknowledged outside business hours.
Example subject: URGENT: Nudges not firing on all sessions — sk_live_XXXXXXXX
For real-time system status, check status.elnudge.com.
Billing questions
For invoice copies, payment failures, plan changes, or refund requests, email [email protected]. Please include your account email address and, if applicable, the date and amount of the charge in question.
Before you write in
Many common questions are answered in the documentation:
- What counts as a session
- Plan changes and refunds
- Webhook signature verification
- GDPR and CCPA compliance
You can also check the status page to see if there is an ongoing incident.