> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.pixalate.com/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.pixalate.com/_mcp/server.

# Get support

> Contact Pixalate support at support@pixalate.com or through your account manager, what details to include in a support request, and how non-client third parties can raise invalid traffic (IVT) inquiries.

## Contact Pixalate

| Your question                                                  | Who to contact                                                         |
| -------------------------------------------------------------- | ---------------------------------------------------------------------- |
| Data, reports, integrations, APIs or a result that looks wrong | [support@pixalate.com](mailto:support@pixalate.com)                    |
| Your contract, products, users or access                       | Your Pixalate account manager                                          |
| You aren't a Pixalate client and have an IVT question          | See [If you aren't a Pixalate client](#if-you-arent-a-pixalate-client) |

Clients are assigned a Pixalate Customer Success contact. If you have one, you can also contact them directly. Response times depend on the support level in your agreement.

## What to include in a request

The more Pixalate can pinpoint in your data, the faster it can answer. Include what applies:

* **Your company name** and the Pixalate product: Analytics, a data feed, the Media Ratings Terminal (MRT), an API, or an MCP connector or agent.
* **What you expected and what happened**, and why you think the result is wrong.
* **When it happened:** dates, time range and time zone, or timestamps.
* **What it affects:** the IP address, device ID, app or bundle ID, domain, or user agent.
* **For Analytics questions:** the report, filters and date range you used, and the advertiser, campaign or placement names and IDs.
* **For API questions:** the endpoint, the request you sent (remove your API key), the HTTP status code and the response body. See [Quotas, limits and errors](/apis/quotas-and-errors).
* **For data feed questions:** the feed name and the file name or date you received.

Never send your password. Don't send an API key in plain text; if you think a key has leaked, see [Authentication and API keys](/apis/authentication).

### If you think a traffic result is wrong

If you think Pixalate flagged traffic incorrectly (a false positive), send a request with as much detail as you can: IP address, device ID, app and timestamps. Pixalate reviews it against your Analytics data, so this kind of review needs an Analytics (post-bid) integration.

Pixalate's detection uses data from across all the traffic it sees, not only yours. Traffic that looks valid in your own data can still be flagged, and the review explains why.

To ask Pixalate to allow an IP address you use for testing, see the [Blocking FAQ](/data-feeds/faq).

## If you aren't a Pixalate client

Pixalate limits the data it can share with third parties that don't have a support agreement with Pixalate. If you aren't a Pixalate client, for example a publisher or platform affected by a Pixalate IVT result, you can still raise an IVT-related inquiry.

#### Email Pixalate

Send your inquiry to [support@pixalate.com](mailto:support@pixalate.com). This makes sure the right people at Pixalate see it.

#### Submit a formal request (optional)

After you've emailed, you can submit a formal request with the [External Inquiry Request form](https://forms.gle/3yNF5AuvxXEZcYsRA).

The form asks for details such as:

* Your entity and property name, and your contact name and email address
* The Pixalate client that referred you, if any
* A summary of the discrepancy or inquiry
* The advertiser, campaign and creative involved, and the date range
* The domain or URL, and the app name, app ID or bundle ID
* The device type (desktop, mobile web, mobile app or CTV device)
* Impression counts: total analyzed, measurable, and GIVT and SIVT filtered or blocked
* Your measurement method, and why you think the impressions were filtered or blocked

Pixalate reviews and investigates each request. Requests from third parties take significantly longer than client requests, and the analysis and recommendations Pixalate can provide are limited.

## More help

* [Pixalate FAQ](/get-started/faq)
* [Sign in and manage your account](/get-started/account-access)
* [IVT Taxonomy 2.0](/trust/ivt-taxonomy) for the IVT types Pixalate reports