Accessing Product & Account Support

Our dedicated team is here to guide you to a solution as quickly and smoothly as possible.

Cheyenne V. avatar
Written by Cheyenne V.
Updated today

We understand that encountering issues can be frustrating. Rest assured, our dedicated team is here to guide you to a solution as quickly and smoothly as possible. Below, you'll find a variety of ways to get the support you need quickly.

This article will cover:


In-App Chat: Speak with our Live Support Team

Need help right now? Our live support team is ready to assist you directly within the Meltwater app.

Here's how to contact them:

  1. Click on the chat bubble located in the bottom right-hand corner

  2. Select Messages

  3. Click Ask a question

  4. Select I want to talk with Mel

  5. Type your question or issue

  6. You will typically receive a response within minutes and can continue the chat within the chat function

Note: To review your previous communications with our team, simply revisit the Chat Bubble and check under Messages.


Email Support: 24/7 Access to Our Product Experts

Prefer to communicate via email? Our product support team is available around the clock. Just send your inquiries to help@meltwater.com, and we'll get back to you promptly.

The more information you provide, the faster we will be able to respond, here are some points to include in your email:

  • Meltwater product or service you are inquiring about

  • Description of what you are experiencing

  • Include any error messages or screenshots

  • Any other relevant information that might help in understanding and resolving the issue more efficiently

If you need to connect with your account manager, we'll ensure they reach out to you as soon as possible.


Joining mCommunity

mCommunity isn't just a community forum; it's a fully integrated knowledge center. Seamlessly integrated with our Help Center, Academy, and various other resources, mCommunity is your ultimate one-stop destination for answers and insights.

  • Immediate answers

    • We’ve preloaded the most frequently asked questions the product support team receives and provided the answers.

  • One-stop-shop for answers

    • mCommunity has been integrated with our Help Center, Academy, and other resources. Search one place for all resources.

    • Review Product Guides in mCommunity

      • Training videos, How-tos, and FAQs all organized by product

  • Community-Driven Support

    • Post your questions and receive guidance not only from our dedicated Community Manager but also from fellow Meltwater users who offer diverse perspectives and practical advice.

Log into mCommunity with your Meltwater product username and password.


Accessing our System Status Page

Access our System Status page to see scheduled maintenance windows. The performance status of our application is available at all times to keep you updated on everything going on in the backend of the system.

Access the System Status Page

We highly recommend subscribing to System Status updates so that you get notified of scheduled downtime and when our system performance is impacted.


Searching Across our Help Articles

Looking for a how-to or tips and tricks on a product feature? Our Help Articles contain content on getting started and the finer details of each feature.

Access the Help Center.


💡 Tip

Need more help? Feel free to reach out to us via Live Chat or check out our Customer Community.

Find answers and get help from Meltwater Support and Community Experts.


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