Getting help
Email us at support@magic-testimonials.com. A few quick checks may solve it first, and the right details help us answer without going back and forth.
Check these first
Reload the page without your browser's saved copy: press Ctrl + Shift + R on Windows, or Cmd + Shift + R on a Mac.
Look for your question in the Frequently Asked Questions.
Try the guide for your problem: Data not appearing, Email issues or Login and access.
If the app says you cannot do something, check Roles and permissions. Many "I can't" problems come from your role.
Contact us
Email support@magic-testimonials.com. Send it from the address you use to sign in if you can.
You may also see Send feedback in the app. Click your name at the bottom of the sidebar to find it. It is a good way to report something on the page you are looking at.
Your Support Email is different. The Support Email in Settings > General is your own address, for testimonial authors who want to reach you.
What to include
Your organization name, and the email you sign in with.
What you were trying to do, in one sentence.
What happened instead, with any error message copied word for word.
A link to the affected page, such as the testimonial's address from your browser.
When it started, such as "this morning" or "after I changed plan".
What you already tried, so we do not suggest it again.
A screenshot of the error or the page.
Your browser and system, such as Chrome on Windows. This helps most with extension and sign-in problems.
Please send one problem per email. Separate problems are easier to follow that way.
Never send us your password, a two-factor code, a backup code or an API key.
A good message looks like this
Organization: Acme Coaching
Sign-in email: you@example.com
Goal: Send a permission request to an author.
What happened: The button is greyed out and says "Physical mailing address not configured."
Link: hub.magic-testimonials.com/testimonials/abc123
Since: Today. It worked last week.
Tried: Reloaded the page, signed out and back in.
Browser: Chrome on Windows 11
With this, we can start on the likely cause without asking you for more.
What we can help with
Getting back into your account if you lost your phone and your backup codes, once we have confirmed it is you.
Your organization's status, if it is waiting for approval or suspended.
Background work that is stuck, such as AI captures, transcripts and sync.
Questions about your plan, invoices and refunds.
What we cannot do
See or tell you your password. It is not stored in readable form, so use Forgot your password? See Login and access.
Bring back a deleted organization. Deleting cannot be undone, so make a Full Backup first. See Export your data.
Bring back deleted testimonials. Delete cannot be undone. Archive anything you may want later.
Decide what reaches an inbox. The receiving mail service chooses that, though we can help you improve your setup. See Email issues.
Give legal advice. See Legal and GDPR.
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