# Get help

> Every way to reach Maildeck support, what to include when you ask, and which questions need a person.

Source: https://docs.maildeck.co/support/getting-help/

For quick questions, ask **Maya**, our AI guide in the app, at any time. For anything about your account, your bill or
a specific order, message **a person**: use the chat bubble in the app, your private Slack channel, or email
help@maildeck.co.

## Ways to reach us

| Channel | Best for | Where |
|---|---|---|
| **Maya** | Questions about cold email, plans and how things work, any time | Top of the app sidebar ("Outreach Agent") |
| **Live chat with a person** | Anything about your account, bill or order | The chat bubble in the bottom-right corner of the app |
| **Private Slack channel** | Working with our team on your setup | Opens automatically with your first order |
| **Community Slack** | Learning from other cold emailers, plus our team | [slack.maildeck.co](https://slack.maildeck.co) |
| **Email** | When you prefer email, or need to send details in writing | [help@maildeck.co](mailto:help@maildeck.co) |
| **Telegram** | Coming soon | |

We don't offer support on WhatsApp. If an older article mentions it, that's out of date.

### Maya

Maya answers questions about cold email, your setup and choosing a plan, day or night. She's the fastest place to
start. See [Maya, your outreach agent](https://docs.maildeck.co/support/maya/).

### Your private Slack channel

When you place your first order, we open a private Slack channel
between you and our team. It's the best place to follow your setup and ask about your own inboxes and domains.

### The community Slack

The Scaling Room community Slack at
[slack.maildeck.co](https://slack.maildeck.co) is open to everyone, including before you buy. Other cold
emailers share what's working, and our team is there too. Don't post anything private about your account in public
channels.

**[Join the community on Slack](https://slack.maildeck.co)**

## What needs a person

Maya is great for "how does this work?" questions. These always need a person on our team:

- refunds,
- cancellations and downgrades,
- billing changes, VAT or invoice corrections,
- anything about a specific order (its status, a domain, an inbox that isn't working).

Use the chat bubble, your private Slack channel or help@maildeck.co for these.

## What to include when you ask for help

The more specific you are, the faster we can help. Include:

- **The email on your Maildeck account.**
- **The domain or inbox address** the problem is about.
- **The exact error message**, copied word for word, or a screenshot.
- **What you were doing when it happened**, for example "connecting inboxes to Instantly" or "uploading a list".
- **What you've already tried.**

> **Caution: Keep secrets out of chat**
> Never paste passwords, API keys or card numbers into Maya. If the team needs access to something, they'll tell you a
> safe way to share it.

## Before you ask: quick checks

A lot of problems have a known fix. If something's gone wrong, these pages are worth a look first:

- [Common errors](https://docs.maildeck.co/deliverability/common-errors/): DNS records not found, emails landing in spam, high bounce rate and
  more.
- [After you order](https://docs.maildeck.co/getting-started/after-you-order/): what happens while your inboxes are being built.
- [Connect your sequencer](https://docs.maildeck.co/getting-started/connect-your-sequencer/): getting inboxes into Instantly, Plusvibe and others.

## Related

  - [Maya, your outreach agent](https://docs.maildeck.co/support/maya/): What to ask Maya and how she remembers.
  - [Common errors](https://docs.maildeck.co/deliverability/common-errors/): Fixes for the most common problems.