Superchat offers a wide range of resources to help you and your team get support, learn new skills, and stay up to date with our product. Here’s where to find everything in one place.

Support Channels

Support Chat (Recommended) - The fastest way to reach us. Available Monday to Friday, 9:00 AM – 6:00 PM (CEST, Berlin), directly inside Superchat in the bottom-right corner of your settings.

Support Email - Reach us at support@superchat.de in case you don’t have access to Support Chat.

Data Privacy Documents - View our data privacy and compliance documents on our website.

Report a Bug - Found an issue? Use Support Chat so our support team can log and fix it fast. Before reporting, you can always try to reset your cache in Superchat, which can often resolve the issue.

What information should I include in my support chat request?

When contacting support, try to describe your issue as clearly as possible.

A helpful request includes:

A clear description of the issue

Describe what is happening and what you expect to happen instead. For example: "When I try to send a WhatsApp template, I get an error message — I expected the message to send successfully."
The channel or feature affected

Tell us which part of Superchat you were using — for example, WhatsApp, a specific automation, or the contacts section. If the issue relates to a specific contact or conversation, include that too.
Steps to reproduce the issue

Walk us through what you did before the problem occurred. This helps us recreate the issue on our end and identify the cause more quickly.
When it started

Let us know the date and approximate time the issue first occurred. This is especially helpful for investigating technical issues on our side.
Screenshots or screen recordings

A screenshot of any error message or unexpected behaviour is often the single most useful thing you can share. If the issue involves a sequence of steps, a short screen recording is even better.

Example of a good support request

Bad request:

“My automation doesn’t work”

Good request:

“My automation should assign a label after a user replies, but the label is not being applied. This started today at 10:00. Here is an example conversation.”

Get Early Beta Access

Be the first to try new features. To sign up for beta access click the help icon in the navigation at the bottom left, then select "Get Beta Access" on the right drawer.

Request Features

Share your ideas with our product team by pressing the question mark icon in Superchat, scrolling down to the bottom of the help bar on the right and selecting Suggest features.

FAQ

How can Superchat Support access my account?

Yes, however you need to grant us support access in order for us to be able to. Without access, we can only provide general guidance.

Can Support make changes in my account?

No. For security and compliance reasons, the Support team cannot make changes directly in your account. We will guide you step by step so you can implement the solution yourself.

What is handled by Superchat vs. Meta?

Some issues are related to Meta (WhatsApp) rather than Superchat.

Examples: