Support and suggestions

Why it matters

When something does not work or looks incomplete, you write straight to the team instead of guessing. Your message is saved against your account, so you do not have to explain which site or plan you are on. You see the reply on the same page and in your inbox, and earlier conversations stay there. We usually reply within 1 business day; the clearer your message, the faster the fix.

If you get stuck

If Send is refused, the subject needs at least 3 characters and the message at least 10. You can send up to 10 messages a day; try again tomorrow. If no reply has come, check the status: Open means the team has not looked yet; Answered means the reply is on the same page and in your e-mail, so check spam too. If you cannot sign in, use the form on the contact page.

Frequently asked questions

What is the difference between support, a suggestion and a bug report?

Choose Support when you cannot do something or need help, Bug report when a screen is broken or shows a wrong result, and Suggestion for a feature you would like to see. Picking the right type helps your message reach the team clearly. If you are unsure which one it is, choose Support.

What should I include in a bug report?

Write the site address, the page where you saw the problem, exactly what you did, what you expected and what happened; if an error message appeared, copy it as it is. Mentioning when it happened helps the team search the logs. You never need to put a password, card number or other secret in the message.

Where do I see the reply?

The reply appears under your message on the Support and suggestions page as "Reply from the SEOLOK team" and arrives at the e-mail address you signed in with at the same time. The status label shows whether your message is Open, Answered or Closed. If you want to add something, just write a new message.

Should I also write here about payment or invoice problems?

Yes, use the Support type. For payment issues add the transfer reference code (it starts with SLK), the payment date and method; for invoice issues add the invoice number, so the record is easy to find. If your card was charged but the plan is not active, say so in the first sentence.

Read next

• Getting started: add your siteSign in with Google and type your site address; we find your keywords and measure your Google position.
• Plans and paymentThe difference between Free, Tracker, Pro and Agency, VAT and auto-renewal.
• Ways to sign in and passkeysSign in without a password: Google, a one-time link sent to your e-mail, or a passkey with your fingerprint, face or device PIN.
• Inviting a teammateYour agency or colleagues can see the same sites with their own Google accounts.