Objective
Twilio SendGrid Support is available to answer any questions you have about product capabilities, building apps, and troubleshooting. This guide explains how to best reach out to them.
Notice: If you're receiving an account error that asks you to contact Support, please check your email or open tickets for a notice from Twilio SendGrid. For the quickest turnaround, please respond there, and your request will immediately be routed to the correct team.
Procedure
Step 1: Check resources for answers to your questions
We have two great resources for documentation to help answer your questions:
- Twilio SendGrid Docs: Our SendGrid Docs includes how-to tutorials, setup guides, API definitions, and sample code for each language our SDKs support.
- Twilio SendGrid Support Help Center: Our SendGrid Support Knowledge Base contains articles with in-depth troubleshooting help, information about billing, account management, and answers to frequently asked questions for developers and end users.
If you're unable to find what you need in one of these resources, please continue to step 2.
Step 2: Login and ask the AI Help Center Assistant
To start a conversation with our AI chatbot, you will need to click Login & Contact Support link in the middle of the page:
Submit your question to the chatbot and review your tailored response. If the response still doesn’t provide you the answers you are seeking, you can ask a different question or ask the chatbot for more help.
Step 3: Escalate to Twilio SendGrid Support
To request help from a live support agent, you can ask the chatbot for more help or to open a ticket. All SendGrid customers have the ability to open a support ticket, only paid Email or Marketing Campaign plan customers can request a Live Chat or to request a call back during support hours.
Twilio SendGrid Support Hours
- Ticket support: 24/7
- Chat support: 24/7*
- Phone support: 7:00AM - 5:00PM MST, Monday - Friday*
* Available for paid customers only
Step 4: Respond to an open support request
The Twilio SendGrid support team will respond to your request, and may ask for additional details or clarifications. You can reply using one of the following methods:
- Email: When a customer support request is submitted, an email confirmation will be sent. Twilio SendGrid support responses will be sent as replies to this email. Users can respond to questions from our support team directly in the email.
- Twilio SendGrid Support Help Center: Support requests submitted via the Twilio SendGrid Support Help Center will also show responses from our support team. You can reply to tickets here as well.
Once your questions have been answered, you can close your request via a solved link in the email string, or on the ticket in the SendGrid Support Help Center.
Additional Information