Contact MentionAlert support
The fastest way to reach us is email. Write to [email protected] and a person on our team reads every message, usually replying within one business day.
Write to [email protected]
One address handles everything, from setting up your first keywords to billing questions and removal requests for public mentions. There is no phone line and no form, so your message lands straight in the inbox we answer from.
We usually reply within one business day. Messages about alerts that stopped arriving or a workspace you cannot open go to the top of the queue.
What to put in your message
A few details let us solve the problem in the first reply instead of asking follow up questions.
- The email address you use to sign in to MentionAlert.
- The brand (project) and the keyword the question is about.
- What you expected to happen and what happened instead.
- A link to the mention, or the alert email you received, if the question concerns a specific result.
- A screenshot when something looks wrong on screen.
- For billing questions, the date and amount of the charge as it appears on your statement.
Please never send your password or full card number. We never ask for them and do not need them to help you.
Help inside your account
Most answers are one click away once you are signed in. The Help panel in your workspace explains how to write boolean filters, route a keyword to a Slack channel or webhook, set a daily digest, invite teammates and export mentions to CSV.
Plan details live under Billing. There you can see your current mention usage for the billing period, switch between monthly and yearly billing, change plan, download invoices and cancel. Cancellation takes a couple of clicks and your access continues to the end of the period you paid for.
Requests we handle by email
- Removal of a public mention that refers to you as a private person. Send the link and we take it out of our index.
- Data access, correction or deletion under the privacy policy.
- Questions about charges, read together with our refund policy.
- Questions about acceptable use described in the terms of service.
- Security reports. Describe the issue and how to reproduce it, and we confirm receipt and keep you informed.
Answers you may find faster
Many questions about sources, alert timing, sentiment and plan limits are already answered in the media monitoring faq. If you are comparing plans, the media monitoring tools page lists every limit side by side.