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This section covers everything you need when something isn’t working as expected — from self-service troubleshooting guides for the most common issues to direct support contact and escalation paths for confirmed bugs or service disruptions. Start with the troubleshooting guides. Most issues have a documented resolution path that’s faster than waiting for a support response. If the guides don’t resolve the issue, the gather-context guide explains exactly what to capture from the Galantis dashboard before opening a ticket so support can triage quickly.

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Guides in this section

Gather context for support

The five things to capture from the Galantis dashboard before opening a ticket — turns “something is broken” into a same-day fix.

Template Rejection

Diagnosing and resolving Meta template rejections and paused templates.

Catalog Sync Errors

Resolving FAILED product sync status, image format failures, and Meta Catalog token issues.

Message Delivery

Diagnosing failed message sends — consent errors, missing calling codes, and credit failures.

Widget Not Displaying

Fixing Inbox and Back-in-Stock widgets that are not appearing on your storefront.

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Contacting support

Galantis support is available through two channels:
  • In-app support chat — accessible from the Galantis dashboard. The fastest path for questions and configuration help.
  • Email — for issues that require file attachments, log exports, or detailed written context.
When contacting support, include:
  • Your tenant workspace URL
  • The feature and specific action that is failing
  • Steps to reproduce the issue
  • Any error messages visible in the Galantis interface
  • A screenshot of the error and the relevant Galantis screen — see Gather context
The more context you provide upfront, the faster the issue can be triaged and escalated if needed.

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Response times

PriorityDefinitionTarget response
CriticalService outage — platform unavailable or all messaging stopped< 2 hours
HighFeature broken — a specific feature is non-functional< 8 hours
NormalQuestions, configuration help, non-urgent issues< 24 hours
Response time targets apply during standard business hours. Critical issues with confirmed service outage receive escalated attention outside business hours.

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Escalation process

Support requests follow a standard escalation path:
1

Support agent triage

A support agent reviews the reported issue, attempts to reproduce it using the provided context, and determines whether it can be resolved through configuration guidance or requires engineering involvement.
2

Engineering escalation

Confirmed bugs — issues that cannot be resolved through configuration and represent unexpected platform behavior — are escalated to the engineering team with the full reproduction context.
3

Fix and resolution

Engineering determines the appropriate resolution path — hotfix for critical issues, scheduled fix for lower-severity bugs. The merchant is notified of the fix timeline and informed when the resolution is deployed.

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Before contacting support

Run through the relevant troubleshooting guide first — the most common issues have documented resolution paths that don’t require a support ticket. If the guide doesn’t resolve the issue, gather the context listed in Gather context for support before reaching out. A support ticket with workspace URL, exact error message, timestamp, and reproduction steps is triaged significantly faster than one without.