Get 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
Section titled “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 |
| When you prefer email, or need to send details in writing | 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 If an older article mentions it, that’s out of date.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 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.
Your private Slack channel
Section titled “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
Section titled “The community Slack”The Scaling Room community Slack at
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.
What needs a person
Section titled “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
Section titled “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.
Before you ask: quick checks
Section titled “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: DNS records not found, emails landing in spam, high bounce rate and more.
- After you order: what happens while your inboxes are being built.
- Connect your sequencer: getting inboxes into Instantly, Plusvibe and others.