# Getting help and support tickets

Open a support ticket from Help in the web app, follow the Mays team's replies and answer them, or send a support request from the contact page at mays.app/contact, or call us.

For: Admins, Managers, Employees · On: Web · [Help Center](https://www.mays.app/help) › [Getting started](https://www.mays.app/help/getting-started) · Last updated October 5, 2026 · Mays Team

Stuck, found a bug or have a question? Open a support ticket from **Help** in the web app, or use the [contact page](https://www.mays.app/contact?topic=support). A real person on the Mays team answers.

## Other ways to reach us

Not signed in, on your phone, or not using Mays yet? Use the [contact page](https://www.mays.app/contact?topic=support) at mays.app/contact:

1. Pick what it's about: **Book a demo / Sales**, **Support**, **Partnerships & investors** or **Other**. The link above picks **Support** for you.
2. Fill in your name, email, phone number and message. For **Support**, the email and the phone number are both required, so we can reach you either way. Company is optional.
3. Click **Send message** (**Send support request** for **Support**). For **Support** you'll see *Thanks — we've opened a support request and will reach you at* your email *or* your phone number.

To stop spam, the form runs a quick security check from Cloudflare. Most people never see it. If a check box appears, tick it. If you see *Please complete the check and try again*, do the check and send again.

A support request from the contact page opens a ticket for the Mays team. If you enter the email on your Mays account, the request also shows up in **Help → My tickets**, marked **From mays.app**, and you can follow our replies there.

The contact page also lists our phone number, **+1 (561) 286-3939** (Monday to Friday, 9:00 AM to 6:00 PM Eastern; after hours, leave a message).

## Open a ticket

1. In the web app, click **Help** at the bottom of the sidebar. The page is called **Help & Support**.
2. Open the **New ticket** tab.
3. Fill in:
   - **Subject**: a short summary.
   - **Location**: the store it's about, or **— Not location-specific —**.
   - **Priority**: **Low**, **Medium**, **High** or **Urgent**. Keep **Urgent** for something that stops your store from working.
   - **Description**: what you were doing, what you expected and what happened instead.
4. To add screenshots or files, click **Attach files (screenshots, PDFs)**. Each file can be up to 10 MB.
5. Click **Submit ticket**.

![The New ticket form on Help & Support: the Subject Bill both locations to one card, Location — Not location-specific —, Priority Medium, a Description asking to bill North and South together, Attach files (screenshots, PDFs) and the Submit ticket button](https://mays-uploads.s3.us-east-2.amazonaws.com/site/help__contact-support__01-new-ticket.511c1771da.png)

The ticket opens straight away, with its number (for example *#0ZL658*) and the status **Open**. We also email you a confirmation.

## Follow your ticket

**My tickets** lists the tickets you've opened: open ones first, then by most recent activity. Search them with **Search tickets...** or filter by status. A ticket's status tells you where it is:

| Status | Meaning |
| --- | --- |
| **Open** | New, or you've replied since our last answer. |
| **In progress** | We're working on it. |
| **Awaiting reply** | We've answered and are waiting for you. |
| **Resolved** | We think it's fixed. |
| **Closed** | Finished. |

When the Mays team replies or changes the status, you get an email with a link back to the ticket.

![A ticket: #0ZL658 Bill both locations to one card, marked Open and Medium, opened by Ava Admin, with the description and the Write a reply box, Attach and Send](https://mays-uploads.s3.us-east-2.amazonaws.com/site/help__contact-support__02-ticket.6aad5d355a.png)

## Reply, add files or reopen

Open the ticket from **My tickets**, type in **Write a reply…**, add files with **Attach** if you need to, and click **Send**.

A ticket that's **Resolved** or **Closed** isn't gone for good. Reply to it and it opens again.

You can also reply to our email. Keep *\[Ticket #…\]* in the subject line so the reply lands on the right ticket.

## Good to know

- **Tickets are private to you.** Only the person who opened a ticket sees it under **My tickets**, not the other admins or managers in your company.
- **The Mays team sets a ticket's status and priority.** You pick the priority when you open it.
- **Tickets need the web app.** The iPhone and Android apps don't have a ticket screen, and employees don't use the web app. Staff should ask their manager, or use the [contact page](https://www.mays.app/contact?topic=support).
- **Can't sign in at all?** Send a [support request](https://www.mays.app/contact?topic=support) from the contact page. It asks for your email and phone number: use the email you sign in to Mays with, and we'll reach you there or by phone. See also [Signing in on web and mobile](https://www.mays.app/help/getting-started/signing-in).

## Related articles

- Getting started: [Welcome to Mays](https://www.mays.app/help/getting-started/welcome-to-mays) — What Mays does, where to sign in on the web, iPhone and Android, who does what, and how plans and the free trial work — the two-minute tour for a new team.
- Getting started: [Finding your way around the web app](https://www.mays.app/help/getting-started/finding-your-way-around) — A tour of the Mays web app — the sidebar and what's in each section, the location switcher, locked modules, your profile, Mays AI and where to get help.
- Getting started: [Signing in on web and mobile](https://www.mays.app/help/getting-started/signing-in) — On the web you sign in with email and password; in the iPhone and Android apps with your phone number and a texted code. Plus forgotten passwords, invitations and switching organizations.
- Account & billing: [Plans, the free trial and locked modules](https://www.mays.app/help/account-billing/plans-and-free-trial) — Every organization starts with a 30-day free trial of all plan modules, then picks Basic or Pro (or your company's own package, if Mays set up custom pricing). What each plan includes, what the add-ons are, what a locked module means, and how each location's package decides its features.

## Still need help?

Send us a support request and a real person on the Mays team will get back to you.

[Contact support](https://www.mays.app/contact?topic=support) · [Call +1 (561) 286-3939](tel:+15612863939)

Canonical: https://www.mays.app/help/getting-started/contact-support