We're here to help!

Have a problem getting your campaign to launch? Can't figure out why your group won't upload? Are callers having trouble seeing their scripts? Do your texters not see their assignments?

You can reach our Support team via livechat!

Sending in a ticket to support@getthru.io is the fastest way to get all your GetThru questions answered, but the detailed info you give us can help make the process even faster! Please help us help you by using these pro tips from the GetThru Support team.

Let us know what organization you are working in if you are on multiple accounts

When you send in a ticket, it will often only say your name and the email address you sent from, so please let us know what account you are working in so we can quickly identify your issue. If your ticket's email differs from what is in your user profile, please include that email in your ticket!

Send as much detail about your issue as you can!

No piece of info is too simple! Additional clues could potentially help us replicate your problem to troubleshoot quickly. Explain your steps so we can recreate them. Helpful information to include, for example: 

  • Is the issue happening when you try to do a specific action? 
  • Is it happening all the time or just on a specific campaign or group?
  • What browser are you using?
  • Are you at a phone or text bank or behind a company firewall?

Send URLs to the particular campaign, group, or conversation where you are having trouble

This helps us get right to the source of the problem rather than clicking around and looking for it. You can copy and paste the URL from your browser. For example, the URL for the sample account below is https://nutalk.getthru.app/admin.

The image shows the URL bar for a GetThru page. At the top of the page is the GetThru logo above a blue sidebar with white text. The sidebar contains collapsed ThruTalk and ThruText dropdowns. The URL bar above the website displays white text on a black background and reads 'getthru.app/account/support-demo/admin'.Send screenshots!

Screenshots of your whole screen (including the URL) help us identify what's going on on your page and can sometimes give us a detail that might not even seem important. (Screenshots of a narrow window of your page aren't always helpful, so the whole picture can help us see everything going on).

Send us the exact error messages you are getting

What does it say? What color is it? This is where a full-picture screenshot can be handy if you can get it.

If one of your organization members has trouble with their account, tell us their name, phone, and email

This helps us find them quickly and solve their conundrum. If you can, CC them on the email or have them email us directly at support@getthru.io so we can directly address the problem with them.

If you have a sales or billing-related question:

If you are interested in opening an account or learning more about our products, please visit www.getthru.io/get-started or send specific questions to sales@getthru.io. If you already have an account and have a billing-related question, such as billing rates or prepay status questions, please email billing@getthru.io. You can send usage questions to support@getthru.io.