Support & Troubleshooting

Magnity offers several ways to get help:

• Video library – Short tutorials on core features.
• Support chat – Real-time help from support agents.
• Support tickets – Report bugs or technical issues.
• News feed – Product updates, feature releases, and maintenance notices.
• Direct contact – For urgent issues outside support hours.

Support chat is staffed Monday to Friday, 09:00–17:00 CET (Berlin/Copenhagen time). Outside these hours, your question is queued and answered the next business day.

For critical problems, you can reach out via phone or email directly to your Magnity contact.

• Open the Access Menu.
• Select Training Videos.
• Browse or search for the topic you need, such as personalization, translation, or exporting.

1. Click the chat icon in the bottom-right corner of the interface.
2. Type your question or describe your problem.
3. A support agent will reply during office hours.
   You can also upload screenshots or images to show what’s going wrong.

1. In the support chat, choose Create Ticket.
2. Fill in the title and description, including:
   • A clear description of the issue
   • Steps to reproduce it
   • Browser/system details
   • Link to the affected project (if available)
3. Submit and track progress in the Tickets section of the help menu.

Open the News Feed in the help menu to see:

• Product updates and releases
• Best practices and tips
• Scheduled maintenance alerts

Deleted variants are unpublished, not permanently removed. Contact Support, and they can restore the variant from the backend within minutes.

• Refresh the page and log in again.
• Check if your issue is isolated to one browser or device.
• Verify whether the feature is available in your account (some require admin enablement).
• Review the video library for quick solutions.