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Contact support

If self serve hasn't gotten you unstuck, email [email protected].

What to include​

The more context you give us up front, the faster we can help. Useful to include:

  • The email on your Hero Marketer account. So we can find your workspace.
  • The Google Ads customer ID (the 10 digit number, like 123-456-7890) if relevant.
  • What you were trying to do. "I was creating a campaign and..."
  • What happened instead. The error message verbatim if there is one. A screenshot if you have it.
  • What you've already tried. This helps us skip past the standard troubleshooting.

For billing questions, include:

  • The date and amount of the charge.
  • Your billing email if it's different from your account email.
  • Whether you'd like a refund, an adjustment, or just an explanation.

Response times​

  • Standard requests. Within 1 business day, often same day.
  • Billing or account issues. Usually within a few hours during business hours.
  • Suspected security issues. Prioritized; we aim for first response within hours. Prefix the subject with "Security:".

We're a small team. We don't have 24/7 phone support. We do have humans who read every email.

What we can 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 we can't help with​

  • 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.

Before you write​

A few self serve options that often unblock people fast:

  • Search this site. The search bar at the top covers all docs.
  • Check the Troubleshooting section. Indexed by symptom.
  • Look at the FAQ. Most common questions answered there.

If those don't help, write. We'd rather hear from you.

Status page​

For broader outages or sustained issues affecting many users, we publish status updates. The status page is linked from the bottom of every page in app.

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.