Sembot — Documentation

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Contacting Support ​

Table of Contents ​

When to contact support vs. look in the documentation ​

Many issues can be resolved independently using the documentation and the built-in help center. Below you will find guidance on when it is worth looking for an answer on your own first, and when it is better to contact support right away.

Check the documentation first if ​

  • You are not sure how a feature works or where to find it in the interface — the answer is likely in the help center at help.sembot.com
  • A campaign is not updating or data is inconsistent — check the FAQ sections on campaign synchronization and integration errors
  • You want to understand how to configure a product feed, transformation rules, or a workflow — the relevant documentation chapters walk you through the configuration step by step
  • The problem has just appeared and has been occurring for a short time — it may be a temporary synchronization delay or a technical outage on the advertising platform side

Contact support if ​

  • The problem has lasted more than a few hours and could not be resolved using the steps described in the documentation
  • Campaign or product data is incorrect and the source of the discrepancy is unclear
  • The connection to the advertising platform is not working despite a successful re-authorization
  • A system error or an unrecognizable error message has appeared
  • You need help configuring campaigns or feeds for a specific use case
  • You have a question about your subscription, invoice, or account

How to describe a problem — ticket template ​

The more precisely the problem is described, the faster support will be able to help. Using the template below for every ticket will help you avoid unnecessary back-and-forth asking for clarification.

Ticket template:

1. What is the problem about? Brief description — e.g., "Google Ads campaign has not been synchronizing since yesterday" or "Data in the Your Products tab differs from Google Ads".

2. Where exactly does the problem occur? Provide the project name and its ID (the project ID can be found in the project list under Your Projects in the side menu), the name of the campaign or feed, and the tab or section in Sembot where the problem is visible.

3. When did the problem start? Provide the date and time, or an approximate time when the problem appeared.

4. What steps have already been taken? Describe what has been checked or tried — e.g., "I checked the connection status — active", "I tried saving the campaign again".

5. What is shown on the screen? If there is an error message — copy its content. If it is a visual issue — attach a screenshot.

6. Advertising platform (if applicable): Google Ads / Microsoft Advertising / Meta / Shopify / other

Contact channels ​

Chat — fastest response ​

Support chat is available directly within the Sembot application. Click the chat icon in the bottom-left corner of the screen to start a conversation. Chat is staffed during business hours: Monday–Friday, 8:00 AM–4:00 PM (Polish time).

Email ​

Tickets sent to [email protected] are registered in the support ticketing system. A response is typically provided within one business day.

Email works best for issues that require attaching files, screenshots, or a detailed description of the configuration.