This article explains how to get help with Bitly, including available support channels and requirements for each type of assistance.
All Bitly users
Help Center: Search our knowledge base for answers to common questions. Use specific terms like custom domains, UTM parameters, or link analytics.
Dot chatbot: Located in the lower-right corner of the Help Center, our chatbot is available 24/7 and provides instant responses and is designed to provide swift and accurate responses to a wide range of queries.
Customers with paid plans
Ticketed Support: Available exclusively to customers with paid subscription plans.
How to submit a support request:
- Sign in to the Help Center using your primary Bitly account email address.
- Click Submit a request at the top of the page.
- Provide detailed information about your request.
Ticketed support is not available to free users. To access support and other features, check out our paid plans or contact sales for enterprise-level features.
Before Contacting Support
To get the fastest help:
- Search the Help Center first - many questions are already answered.
- Try using the Dot chatbot for immediate assistance.
- Include specific details in support requests (error messages, screenshots, account information).
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Use your primary account email when signing in to your account.
Frequently asked questions
Can free users get ticketed support?
No, ticketed support is only available to paid plan subscribers. Free users can access the Help Center and chatbot.
How do I know if I have a paid plan?
Sign in to your account and check your plan details in Settings >Billing and usage.
What information should I include in support requests?
Provide your account email, detailed description of the issue, error messages, and screenshots when relevant.
Why am I not receiving replies to my support ticket?
If you and haven't heard back from us after 24 hours, our responses may be getting caught by your email service's spam filter. Please check your inbox's spam or junk folder for a response from us that may have gone unnoticed.
Your support agent will reply from an email address with the @bitly.zendesk.com domain. Please add and/or allowlist this email domain to ensure you receive our responses.