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Talk to us

We read every message. Pick the channel that matches the kind of issue you have.

/Fastest

Chat now

Hero AI answers in seconds with citations from these docs. If it can't help, you can hand off to a human.

Instant · 24/7

/Most issues

Email support

For account questions, bug reports, and anything that needs a paper trail. We read every message.

support@heromarketer.com

Same business day, often within hours

/Security

Report a security issue

Suspected vulnerability or data concern? Prefix the subject with Security: and we'll prioritise it.

Report securely

First response within hours

How fast we reply​

  • Standard requestsWithin 1 business day, often same day
  • Billing or accountUsually within a few hours
  • Suspected securityFirst response within hours

Hero Marketer is independent, and a human reads every email. There's no 24/7 phone line.

Before you write​

A few options you can try yourself that often unblock people fast:

Troubleshooting

Indexed by symptom. Most issues live here.

FAQ

The questions we get most often, answered.

Concepts

How clusters, intents, and Hero AI work.

What to include in your email​

The more context you give us up front, the faster we can help.

  • Your account email. So we can find your workspace.
  • Google Ads customer ID (the number with 10 digits, like 123-456-7890) if relevant.
  • What you were trying to do. For example, "I was creating a campaign and…"
  • What happened instead. The error message verbatim if there is one. A screenshot if you have one.
  • What you have already tried. So we can skip past standard troubleshooting.

For billing questions, also include:

  • The date and amount of the charge.
  • Your billing email if it is different from your account email.
  • What you are hoping for. A refund, an adjustment, or just an explanation.

Scope​

What we help with

  • Account, product, or campaign issues
  • Billing questions, refund requests, invoice changes
  • Bug reports
  • Feature requests
  • Help interpreting performance data or Hero AI output
  • Data export or deletion requests
  • DPA or compliance documentation

What's outside our scope

  • Google Ads policy decisions. If Google has rejected an ad or suspended an account, the decision is theirs. We can help you understand the rejection and rephrase, but we can’t override Google.
  • Your Google Ads billing. Google charges your card directly for ad spend. Issues with Google Ads billing (failed charges, disputes) are handled by Google, not us.
  • Strategy or marketing consulting. Hero Marketer is software, not a service. We’re happy to recommend what the product does well, but we don’t run campaigns for you.

Outages​

If Hero Marketer is down or behaving strangely for everyone, email support and we'll confirm whether it's a known issue and share an ETA. If the problem is on the Google Ads side, Can't connect Google Ads and Campaign not live yet cover the most common cases.

Feedback that isn't a support request​

If you have feedback on the product, the docs, or how we work, that's also welcome at the same email. Tag the subject with Feedback: and we'll route it to the right person.