Contact Epom support
Who to ask for what — your network manager for grants and settings inside your network, Epom support or your account manager for everything the platform team handles — and what to include so the first reply can already be the answer.
Many pages in this help center end with “ask Epom support or your account manager”. This page says where that goes, and when to ask someone else first.
Who to ask
| You need | Ask |
|---|---|
| A card, tab or permission you do not see; access to an advertiser or site; a role change | Your network manager — the person who runs your ad network’s account. Grants inside a network are theirs to give. |
| You are the network manager and need a grant, a role change, an admin page (DSP partners, users and roles, troubleshooting logs) | Your network administrator — whoever holds the admin console for your network |
| A permission that only an administrator can grant (role management, admin-only report types, bid floors, moderation) and nobody in your network can open Admin roles & permissions | Epom support or your account manager |
| Something only the platform team can change: a server-side setting, a new ad-serving domain, an API quota, consent-list changes, billing plans, re-sending an export hour, investigating behaviour you cannot explain | Epom support or your account manager |
| A commercial question — your plan, pricing, a new product or feature | Your account manager |
If you are a publisher or an advertiser on someone else’s network, start with that network: they know your setup and can escalate to Epom on your behalf.
How to reach Epom support
Email support@epom.com. If you have an account or success manager, you can write to them directly as well.
What to include
A message with these details can usually be answered without a round-trip:
- Your network — the domain you sign in to (for example
ads.yournetwork.com). - Entity IDs — placement, banner, campaign, site. The ID is part of the edit page address; Account → Preferences → Show entities’ IDs shows them beside names.
- When — the time window you saw the problem in, and your reporting time zone.
- What you saw — the serving pill and the Matched cards on the entities involved, the exact error text, and a screenshot if it helps.
- For tags — the page URL where the tag is embedded and which tag type you used.
- For reports — the report type, filters, period, time zone and the two numbers you compared.
- What you already tried — the checks from the relevant troubleshooting page and their results.
Note: never send passwords or API keys. Support never needs them; if a key may have leaked, generate a new one under Preferences and say so in the message.
