Contact support
How to get help from Outercite: in-app chat, your account manager, the status page, and what to include in a support request.
Most issues can be resolved quickly. This page covers the fastest ways to reach the Outercite team and what information to have ready before you get in touch.
What you'll learn
- The support channels available to you
- What information to include so your issue is resolved faster
- Where to check for known outages before raising a ticket
Support channels
In-app support chat
The fastest way to get help is the in-app support chat, available from any page inside Outercite. Look for the chat icon in the bottom corner of the screen. The support team can see your account context, which speeds up diagnosis significantly.
Use in-app chat for:
- Questions about your data or citation results
- Issues with keyword setup or integrations
- Billing questions (or navigate directly to /settings/billing)
- General how-to questions
Account manager (agencies)
Agency customers have a dedicated account manager. Your account manager's contact details are in your agency account settings at /agency. For onboarding help, the account manager is usually your first port of call before the general support queue.
Status page
Before raising a support ticket for missing data or slow-loading reports, check whether there is a known incident. The system status page lists current and historical incidents.
If the status page shows an active incident affecting verification or data ingestion, your issue is likely already being worked on. You do not need to raise a separate ticket.
What to include in a support request
The more context you provide upfront, the faster the team can help. Include:
- Your workspace name or the client workspace name (for agencies)
- The specific keyword or citation that is behaving unexpectedly (copy the keyword text or the citation ID from the dashboard)
- What you expected to see versus what you actually see
- When the issue started (approximate date and time is fine)
- Screenshots where relevant: a screenshot of an empty dashboard or an unexpected number is worth more than a description
Common self-serve fixes
Before contacting support, check these help articles:
- No data yet: Why is there no data yet?
- Low citation rate: Why is my citation rate low?
- Counts differ from a web search: Why does Outercite show fewer citations than a manual search?
- General questions: FAQ
Try this in Outercite
Open the support chat directly from your dashboard if you have a question about your current data.
Related
FAQ
System status
Why is there no data yet?
Trust and security overview
Why does Outercite show fewer citations than a manual search?
Outercite reports fewer citations than a raw web search because it filters out vague and unverified mentions. This is by design.
Plans and Limits
Understand how Outercite plans differ, where to check your current usage, and how agencies access a separate billing model.