Fastest routes
- Check Troubleshooting — most failure messages are explained there.
- Ask MonitorBot (bottom-right chat button) — it can see your monitors and recent runs.
- Open a support ticket — for anything MonitorBot can't resolve.
Opening a ticket
Account → Support → New ticket (or click Create support ticket in MonitorBot). Fill in:
- Subject — one line.
- Category — Monitor setup, Change detection, Selector / region issue, Billing or subscription, Account or team, Bug report, Feature request, or Other.
- Urgency — Low, Normal, High, or Urgent. Use Urgent when monitoring is down for you, not for questions.
- Description — what you expected, what happened, and the monitor or run it concerns. A link to the run is ideal; the support team can see the same screenshot and detail you can.
Click Submit ticket. You get a ticket number like SIM-10001, and every ticket you've opened is listed under Account → Support.
Following a ticket
Open the ticket to see the conversation and add a reply. Ticket statuses: New, Open, In progress, Waiting on you (the team needs something from you), Resolved, Closed. You can mark your own ticket Mark resolved once it's sorted. Replies from the team also arrive by email.
What to include for common problems
- Failing monitor: the monitor name, the run link, and whether the page works for you in a normal browser.
- Unexpected change alerts: the monitor name and a run where the change was flagged wrongly.
- Billing: the workspace name and what you see under Account → Billing. Never send card numbers.
- Feature request: what you're trying to do, not just the feature — there may already be a way.
Response times
Tickets are answered by a human, in order of urgency, during business hours (US). Urgent tickets about monitoring outages are looked at first.