Guides
  1. Support

Submit a Support Ticket

If your issue isn't covered by the documentation, submit a support request through CJ Account Manager. If you have a dedicated CJ contact or agency, you can also reach out to them directly.

📋Before You Implement
  • You need an active CJ Account Manager login to access the support center.
  • Screenshots or error messages are optional but help our team resolve your case faster.
  • Note your case number after submitting — you will need it to track progress.

How to Submit

Support Ticket Submission
4 steps
01
Open the Support CenterLog into CJ Account Manager. Click the help icon (?) in the top-right navigation bar, then select Contact Support from the dropdown.
Required
02
Complete the Support FormFill in your subject line, a detailed description of the issue, and select the Case Reason that best matches your situation.
Required
03
Attach Supporting MaterialsUpload screenshots, error logs, or relevant documents. Supported types: PNG, JPG, PDF, TXT — 10MB max per file.
Recommended
04
Submit and Record Your Case NumberReview your information, click Submit, and save your case number. You will need it to track progress in My Cases.
Required

Writing a Good Support Request

A well-written request gets resolved faster. Use the guidance below for each field.

Click any row to see type, format, and value examples.
Parameter
Description
Required
Subject Line
A concise, specific description of your issue. Avoid generic phrases.
Required
Examples
API authentication error on campaign creation
Conversion tag not firing on checkout confirmation page
Commission report showing incorrect order values
Note: Avoid subject lines like 'Help needed' or 'Issue with CJ' — these slow down routing to the right team.
Description
A full account of the issue including what you were trying to do, what happened, and any error messages.
Required
Note: Include: what you were trying to accomplish, the steps you took before the issue occurred, any error messages or unexpected behavior, and your browser or system information if relevant.
Case Reason
The category that best describes your issue, selected from the dropdown in the support form.
Required
Email Address(es) to CC
Additional stakeholders who should receive updates on your case.
Optional

After You Submit

Track Your Case
Access My Cases in the CJ Support Center at any time to check the status of your open and resolved requests.
Email Notifications
You will receive email updates when your case status changes or when the support team responds.
Response Times
Response times vary based on case priority and complexity. Including detailed information and attachments upfront reduces back-and-forth.

Updated 11 days ago