You contact gas support through the contact form, which you will also find in the footer of every page of the knowledge base. It is the only route you need for our support, and everything is handled there: missing data, errors in the application, questions about permissions, about your plan and about invoicing. You do not have to work out whether your question belongs somewhere else.
Asking is fine and no question is a silly one. This article describes what to write in the message so that your situation can be solved the first time round, without us having to ask follow-up questions. None of it is mandatory, though: if you do not have some detail or do not know where to find it, write anyway.
Before you start
Three things can be checked in a few minutes and quite often they explain the problem. If it turns out to be one of them, you are done and you do not need to write at all.
- Check which customer account you are currently looking at. A customer account is the space that holds the connected profiles and data of one company or destination. Its name is at the top of the application header, under the label Customer account. If you have access to more than one customer account, you can click the name and switch between accounts. The data you are looking for may be in a different one.
- Look at the selected period. In the page header there is a button with a calendar icon. It shows either the name of the period (for example Last 7 days) or a specific date range. If the selected period contains no data at all, the page stays empty even though everything else is fine.
- Go through the article I cannot see any data. It walks you through the most common causes of an empty screen one by one, from a missing connection to the time the first data download needs.
If in Settings → Connected services any account shows the Paused label, access to that network has stopped being valid. You can usually fix this yourself with the Reconnect button; it is described in detail in the article Network access has expired.
How to do it
- Open the contact form.
- In the What your inquiry is about field choose Something is not working, Sales inquiry or General inquiry.
- Fill in Name and Your email. The confirmation and the reply both go to the address you enter, so check it.
- In the Company or account name field write the name of your customer account. You do not have to fill it in, but without it we do not know which account to look into.
- In the Message field add the details from the section What to write in the message. Bullet points one under another are perfectly fine, you do not have to write continuous text.
- Tick the consent to the processing of your data and click Submit.
The form has no field for an attachment, a screenshot cannot be inserted into it. A confirmation e-mail arrives as soon as you submit and you send the screenshot as a reply to it. That is the only way a picture reaches us.
If you enter a different address in the form than the one you use to log in to gas, please also mention your login address in the text of the message. It lets us find your user account.
What to write in the message
The more specific the description, the faster the matter can be checked. These six details help the most.
- The name of the customer account. It belongs in the Company or account name field and you will find it in the application header under the label Customer account. One user account can have access to several customer accounts and each of them holds different data, so without the name we do not know where to look.
- Which network and which profile it concerns. For example "Facebook, page Turistická centrála Podlesí" or "Google Ads, account Kampaně léto". You can copy the exact profile name from Settings → Customer account → Linked accounts, where all connected profiles are listed by network in the Network and Account name columns.
- Which period. Either specific dates ("from 1 to 15 July 2026") or the name of the selected period from the calendar button ("Last month"). It makes a difference whether one day is missing or a whole year.
- What you expected and what you saw instead. This is the most important sentence in the whole message. Write it in your own words, something like this is fine: "I expected reach figures for the posts, but the column was empty." Nothing technical is needed.
- When you last saw it. The date and approximate time when you observed that state. Data is filled in continuously, so a screen from this morning may look different in the afternoon.
- How long it has been going on. Whether it is the first time or it keeps happening, and whether you remember the day when it was last fine. That helps most in finding what has changed in the meantime.
How to take a screenshot
A screenshot is a picture of what you have on your monitor right now. It tells us more in a few seconds than a long description. It cannot be inserted into the form, you send it as a reply to the confirmation e-mail. The steps differ depending on what computer you have.
On a Windows computer
- Leave the page where you see the problem open on the screen.
- Hold the Windows and Shift keys and press S as well. The Windows key is at the bottom left next to the space bar and has the Windows logo on it. The screen goes slightly grey and a small toolbar appears at the top.
- Press the left mouse button and drag it across the part of the screen you want to capture. As soon as you release the button, the picture is saved to the clipboard, that is, to the temporary memory of the computer.
- Switch to your reply to the confirmation e-mail, click into the body of the message, hold Ctrl and press V. The picture is inserted into the message.
If the key combination does not work, open the Start menu, type Snipping Tool and launch the tool that is offered. It does the same thing and you take the screenshot in it with the New button.
On a Mac
- Leave the page where you see the problem open on the screen.
- Hold the Cmd and Shift keys and press 4 as well. The cursor changes into a small cross.
- Press the left mouse button and drag it across the part of the screen you want to capture. As soon as you release the button, the picture is saved to the desktop under a name starting with the word Screenshot.
- Drag this file from the desktop into the window of your reply to the confirmation e-mail. It will be added as an attachment.
If you want to capture the whole screen at once, use the 3 key instead of the four.
Before you send the screenshot, look at it. It captures everything that was on the screen at that moment, including open browser tabs and any sensitive details. If there is something on it that you do not want to send, crop the picture or take a new screenshot of just the part of the screen that matters.
How to copy the page address
The page address (technically the URL) is the line of text that starts with https://. The browser shows it along its top edge, above the page itself and below the row of tabs. The address tells us exactly which screen you were on.
- Stay on the page that the problem concerns.
- Click once with the left mouse button into the address line. The whole text becomes highlighted.
- Hold Ctrl and press C. On a Mac hold Cmd and press C. The address is copied.
- Click into the Message field in the form, hold Ctrl and press V (on a Mac Cmd and V). The address is inserted.
How to report an error so that it can be verified
We fix an error faster when we can reproduce it on our side too. For that we need to know what you were doing just before it appeared.
Write the steps one after another in the order you did them, in completely ordinary words.
An example of what such a description can look like: "I opened Overview. I switched the period to Last month. In the left menu I clicked on Facebook and then on Posts. The table stayed empty and a red message appeared at the top."
Add three more things to the description of the steps:
- The time when it happened. The date and hour, approximately is fine ("on Tuesday 21 July at around nine in the morning"). The time lets us trace what was happening on our side at that moment.
- The exact wording of the message, if any appeared. Copy it out or capture it in a screenshot. Even a sentence that seems incomprehensible tells us a lot.
- Whether it happens again. Go through the same steps once more and write whether the error occurred again or not. Both answers are useful.
What support can and cannot handle
Through the contact form we solve everything that is inside the application: missing or odd data, display errors, customer account settings, user roles and permissions, plans, add-ons and invoicing.
What we cannot do for you, because we have no access to it:
- Set up your permissions inside Facebook, Instagram, Google, YouTube, TikTok, Pinterest or Sklik. Who may manage a page, an ad account or a measurement property is decided in the interface of that particular network and its administrator decides it. gas only looks at the data, and only to the extent that your account on that network allows.
- Change data on the network side. We cannot add, correct or delete anything on Facebook or in Google Ads. If a network does not provide some figure or recalculates it retroactively, that shows in gas as well.
- See your passwords for the networks. With Meta, Google, TikTok and Pinterest you log in directly with the network and gas never gets to the password at all. With Sklik you enter the login details directly in the application, but the password is not stored, only a temporary login remains.
Even so, do get in touch about these things. We will advise you what exactly has to be set up on the network side, who on your team to ask for it and how you will know that the change has taken effect in gas too.
What happens next
As soon as you submit, the form shows the message We received your inquiry and a confirmation e-mail arrives at the address you entered, usually within a few seconds. The reply comes to the same address. When the details are complete, you get an explanation or a solution straight away. When something is missing, we will ask, most often for the name of the customer account or for a screenshot.
Please reply to the confirmation e-mail with the Reply button, so that the whole conversation stays in one thread together with what you sent at the start. A new separate inquiry on the same topic is harder to pair with the previous one.
If the situation changes in the meantime, for example the data appears by itself, let us know. It saves looking for a cause that is already gone.
Common problems
I do not know the name of my customer account
Look at the very top of the application header. In small print there is the label Customer account and below it the name of the one you are currently looking at. If you are not sure, leave the Company or account name field empty and send a screenshot of the header as a reply to the confirmation e-mail, we will recognise the account from it.
I do not know which network the problem concerns
Write which page of gas you were on when you noticed the problem, for example "Facebook, Posts". The sections in the left menu are named after the networks, so we will recognise the network from that. The page address copied from the browser will also tell us.
I do not know how to send a screenshot
The form has no field for an attachment. A confirmation e-mail arrives as soon as you submit and you add the screenshot to your reply to it. If your e-mail program cannot insert a picture directly into the body of the message, save it as a file and add it as an attachment (the paperclip button). On a Mac the screenshot is saved to the desktop by itself; on Windows you save it in the Snipping Tool window that opens after the capture.
The reply would not send because the attachment was too big
A screenshot of the whole screen in high resolution can exceed your mail attachment limit. Take a screenshot of just the part of the screen that matters, or split the pictures into two replies one after the other and write in the second one that it follows on from the previous one.
I cannot see the address line in the browser
The browser is most likely in full-screen mode, where the top bars are hidden. On Windows you leave it with the F11 key, on a Mac with Cmd, Ctrl and F. You can also move the mouse right up to the top edge of the screen and the address bar will slide out by itself.
The problem was there yesterday and today I cannot see it any more
Write anyway. Give the day and approximate time when you saw it and what exactly was on the screen. Even a one-off outage can be traced retroactively and it is good to know that it happened. If you took a screenshot at the time, send it as a reply to the confirmation e-mail.
I cannot log in to gas, so I have nothing to photograph
In the Your email field enter the address you use to log in, or state that address in the text of the message. Describe what happens after you submit your login details: whether the page just reloads or a message appears, and if so, what it says. A screenshot of the login screen with the message helps in this case too, send it as a reply to the confirmation e-mail.
I do not want to send a screenshot, it has sensitive details on it
You do not have to send a screenshot. Describe in words what you see on the screen instead and put at least the page address in the message. Alternatively, crop the picture before sending it to just the part that matters.
I do not understand what support is asking me
Say so plainly and we will rephrase the question. Nobody expects you to know the internal terms of the application or the networks. If you are not sure where to find some detail, just ask for instructions on where to click.
It is not an error but an idea for an improvement
Use the same form and choose General inquiry in the What your inquiry is about field. Suggestions from people who work with the application every day are welcome and they do not have to be formal in any way. Write what you need to do and what makes it harder in the current interface.
I need to deal with invoicing, my plan or renewing the subscription
Through the form as well, choose Sales inquiry in the What your inquiry is about field. In some places the application offers to put you in touch with a consultant, but these matters are handled from here too. Add the name of the customer account it concerns.
I need someone to step in for me directly on Facebook
We cannot do that, we do not enter the interfaces of the networks on your behalf. But do write to us about what it is. We will advise what exactly the administrator of your page or ad account has to set up and how you will know that the change has taken effect in gas too.
The error concerns a report that arrived by e-mail
Write the report name and the period it was created for. Send the e-mail with the report itself, or the generated file, as a reply to the confirmation e-mail. Missing and incomplete reports are covered in the article When a report is missing or incomplete.
I see different figures than on Facebook or in Google Ads
Often it is not an error. Each platform counts metrics its own way, works with a different time zone and recalculates figures retroactively. This is explained in the article The figures differ from Facebook or Google. If the difference still does not make sense after reading it, write to us with the specific metric, the period and both figures.
I cannot see a feature in the menu at all
Some features depend on your plan, on an add-on or on the role you have in the customer account. Go through the article The feature is not available. If it does not tell you which of those reasons applies, write to us with the name of the customer account and the feature you are looking for.
I do not know whether my inquiry arrived
As soon as you submit, the form shows the message We received your inquiry and a confirmation e-mail arrives at the address you entered. If it does not come within a few minutes, look in your bulk mail folder or in spam. If you are not sure, submit the inquiry again, two identical ones do no harm.
The form says several inquiries have already come from this location
The form accepts five inquiries an hour from one location, so that it cannot be misused for bulk sending. If you reach that limit, try again in an hour. If the matter can wait even less than that, continue in a reply to the confirmation e-mail from your previous inquiry.