To contact Matter support, email support@matterapp.com or use the chat bubble in the bottom right corner of this help center and the Matter web app. Both reach the same team. For sales, partnerships and vendor questions, email hello@matterapp.com instead.
Who can use this: Everyone, on every plan, in Slack and Microsoft Teams workspaces.
Ways to reach us
Email: support@matterapp.com for anything about using Matter: setup, members, kudos, rewards, billing, a reward that did not arrive, a bug.
Chat: the chat bubble on this help center and in the Matter web app. Start with your question and we will pick it up.
A call: schedule time with our team for a walkthrough, a rollout plan or a pricing conversation.
Business and vendor questions: hello@matterapp.com for sales, partnerships, security questionnaires from your procurement team, press and anything that is not a support request.
What to include so we can help faster
Your company name and whether you use Matter in Slack or Microsoft Teams.
The name of your Matter channel or team.
Who was affected (name or email) and roughly when it happened, with your time zone.
What you expected and what happened instead; a screenshot of any error message helps.
For a missing reward: the reward name, the redemption date and the email it should have gone to. See Rewards redemption history and reward statuses first, since most missing rewards can be resent in a click.
For a Microsoft Teams problem: your Teams version and, if we ask, the Teams logs. See How to collect Microsoft Teams logs for troubleshooting.
Before you write
Most questions are answered in this help center. Try the search box at the top, or start from What is Matter? and the guide at the top of each section. Admins can also check the Matter status of their workspace under Settings in the web app.
FAQs
Is there a phone number for Matter support?
No. Support runs over email and chat, and you can book a call with our team through the scheduling link above.
Can I reach support from inside Slack or Microsoft Teams?
Open the Matter app in Slack (MatterBot) or the Matter tab in Teams and click Go to Matter Dashboard; the chat bubble is in the web app. Or simply email support@matterapp.com.
Who do I contact about an invoice or a W-9?
Email support@matterapp.com for invoices and receipts. Vendor details and the W-9 are in Vendor and remittance details for Matter.