MADAR support
How to reach us, when we reply, and what gets your problem solved faster.
The fastest way: from inside the app
Open Help (المساعدة) in the sidebar and choose New support request (طلب دعم جديد). Your request reaches us with your account name and plan, so we don't need to ask, and the request and our replies stay in one place you can come back to whenever you like.
If the service is down or messages aren't arriving, tick The service is down or messages aren't arriving — the request goes ahead of everything else.
Support levels
| Level | Plan | First reply within | Channels |
|---|---|---|---|
| Standard | Trial and Store | One business day | In the app and by email |
| Priority | Growth | 4 business hours | All of that + WhatsApp and Telegram |
| Dedicated | Enterprise | One hour for urgent issues, around the clock; 4 business hours for everything else | All of that + phone and a named account manager |
Business hours: Sunday to Thursday, 9 am to 5 pm Kuwait time, except public holidays. A request that arrives on Thursday evening is timed from Sunday morning — except urgent requests at the Dedicated level, where the clock starts at once.
What speeds things up
- What you were trying to do, and what happened instead
- Roughly when it happened, and the customer or conversation number if there is one
- A screenshot if an error message appeared
- The Copy diagnostic info button (نسخ معلومات التشخيص) on the Help page — it adds the technical details we need, without any password or token
We will never ask for your password, your verification code or a channel's connection token. Anyone asking for them in our name is not us.
What support covers
- Connecting channels and fixing them: WhatsApp, Telegram, TikTok (and Instagram once it's available to customers)
- Campaigns, templates and rejection messages from Meta
- Flows, auto-replies and the knowledge base
- Your team, roles and two-step verification
- Billing, plans and closing your account
What it doesn't cover: writing the content of your marketing campaigns, and disputes between your account and Meta itself — we'll help you understand them and prepare your reply, but the decision is Meta's alone.
When something breaks for everyone
If the service goes down for every customer, we work on it immediately without waiting for your request, and when it's back we write to everyone affected with the cause and what we've done to stop it happening again.
How to reach us
- In the app: Help → New support request
- Email:
yalmazeedi@madarme.com - Getting started guide:
madarme.com/en/guide
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