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Talk to us

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

Email us at support@heromarketer.io. For a security issue, start the subject with "Security:". This is the only address for support, refunds, account closure, data requests, and security reports.

The support chat (the chat button on each page) answers from these docs. It cannot see your account, and it cannot pass you to a person. To reach a person, send an email.

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Chat now

The support chat is free and answers from these docs in seconds. It is not Hero AI, and it cannot see your Google Ads account. It cannot pass you to a person. To reach a person, send us an email.

Instant · 24/7

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Email support

Email us about your account, billing, refunds, account closure, or a bug. We read every message.

support@heromarketer.io

Most requests within 1 business day

/Security

Report a security issue

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

Report securely

Highest priority

How fast we reply​

  • Most requestsWithin 1 business day
  • Billing, refunds, account closureWithin 1 to 2 business days
  • Security reportsWithin 1 business day, highest priority

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

Before you write​

A few options you can try yourself often unblock you quickly:

Troubleshooting

Indexed by symptom. Most issues live here.

FAQ

The questions we get most often, answered.

Concepts

How clusters, product context, and budget suggestions work.

What to include in your email​

The more context you give us at the start, the faster we can help.

  • Your sign in email. The email of the Google account that you sign in with, so we can find your account.
  • Google Ads customer ID (the 10-digit number, for example 123-456-7890) if relevant.
  • What you wanted to do. For example, "I was creating a campaign and…"
  • What happened instead. The exact error message if there is one. A screenshot if you have one.
  • What you have already tried. So we can skip standard troubleshooting.

For billing questions, also include:

  • The date and amount of the charge.
  • Your billing email if it is different from your sign in email.
  • What you are hoping for. A refund, an adjustment, or 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 does not work correctly for everyone, email support. We will confirm if it is a known issue, and give a time estimate. If the problem is on the Google Ads side, Cannot connect Google Ads and Campaign not live yet cover the most common cases.

Feedback that is not a support request​

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