Customer support handbook

How to get support

Available support for all Google Marketing Platform products

In-product help lets you find and read help content right in your product's interface. You can also use in-product help to contact support with questions and screenshots.

To open the in-product help pane, click Help in the the header. We provide links to articles that are commonly associated with the page you’re viewing, and you can also perform your own search of help content by entering a keyword or question in the search box. Your search results are five popular articles that match your question or keywords.

Click an article title to read the content in your help pane. To return from an article and check your other search results, click the arrow at the upper left of the pane. You can also scroll to the bottom of the article and click Open in a new window to read the article in a new tab.

You can drag the in-product help pane anywhere on the page so it's easier to follow steps in an article while using the product.

If you'd like to go directly to the help center, click Browse all articles in the lower left of the pane.

Contact support

If there's an issue you can't address with online help resources, contact our customer support team.

Support is available only to Sales Partners and to customers that purchase Google Marketing Platform advertising or Analytics 360 products directly from Google.

Support mediums available by Google Marketing Platform product

 

Product Live-chat support Email support
Platform Home Yes, in product Yes, in product
Advertising products
Display & Video 360 Yes, in product Yes, in product
Search Ads 360 Yes, in product Yes, in product
Campaign Manager Yes, in product Yes, in product
Studio Yes, in product Yes, in product
Analytics products*
Analytics 360 Yes, in product Yes, in product
Optimize 360 No Yes, in product
Tag Manager 360 No Yes, in product
Surveys 360 No Yes (form)
Data Studio (360 user)+ No Yes, in product (for Analytics connector)

 

* In-product support for standard Analytics products is based on your Ads customer status.

+ If your email has access to a 360-enabled organization billed directly by Google (includes Sales Partner Organizations).

Live chat

During weekdays, the best way to contact customer support is via in-product live chat. You can start a chat by clicking Help in the header and following the steps for chat support. 

You can also start a live chat from the Help Center of any Google Marketing Platform product by clicking Contact us in the upper-right corner of any page and following the steps for chat support. 

Chat support availability

Make sure that you’re using the product in the language in which you’d like to get support so that you will be connected with the right troubleshooting specialist. If chat support is unavailable, you can send an email as described below.

Platform Home

Region Supported languages Availability
Americas English, Portuguese, Spanish 9am - 8pm ET
Europe, Middle East, Africa 9am - 5pm GMT
Asia 10am - 6pm JST

 

Advertising products

  Display & Video 360 Search Ads 360 Campaign Manager Studio
Language
English 24 hours a day
Chinese

10am - 6pm SGT

10am - 12pm SGT

1pm - 6pm SGT

10am - 12pm SGT

1pm - 6pm SGT

N/A
French 8am - 5pm GMT
German 8am - 5pm GMT
Italian 8am - 5pm GMT
Japanese

11am - 1pm JST

2pm - 5pm JST

Portuguese 9am - 6pm BRT 9am - 6pm BRT 8am - 5pm GMT
Spanish

9am - 9pm ART

9am - 11pm GMT

8am - 5pm GMT

9am - 6pm ART

8am - 5pm GMT
Russian 11am - 8pm MSK N/A N/A

 

Analytics products

  Analytics Tag Manager, Optimize, Data Studio, Attribution (Beta), Surveys
Language    
English, Portuguese, Spanish

Americas:

9am - 8pm ET

Europe, Middle East, Africa:

9am - 5pm GMT

Asia:

10am - 6pm JST

N/A

 

Email

If chat support is unavailable, you can email support from the in-product help pane by clicking Help in the header and following the steps for email support. 

You can also send an email from the Help Center of any Google Marketing Platform product by clicking Contact us in the upper-right corner of any page and following the steps for email support. 

If you email support from a non-Gmail email address that's associated with your Google account, you may receive responses to the Gmail address associated with that account. Learn more about managing emails in your Google account  

For help with Google Ads, visit the Google Ads Help Center.
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