Contact Support

Need help? Here's how to reach the Madra team.

The Madra support team is here to help you with any questions or issues related to your account, website, subscription, or billing. Whether you need a content change, have a technical question, or want to report a problem, there are several ways to get in touch.

How do I contact support?

There are two main ways to reach the Madra support team:

From your dashboard

The fastest way to get help is through your dashboard. To send a support message:

1. Log in to your dashboard.
2. Go to the Support section.
3. Click New message.
4. Describe your question or issue in detail.
5. Attach any relevant screenshots or files if needed.
6. Click Send.

Using the dashboard is recommended because your message is automatically linked to your account, which helps our team resolve your issue faster.

By email

You can also contact support by sending an email to hello@madra.io. Make sure to include:

• The email address associated with your Madra account
• A clear description of your question or issue
• Any relevant screenshots or attachments

What are the support hours?

The Madra support team operates during the following hours:

• Monday to Friday: 9:00 AM to 6:00 PM (CET, Paris time)
• Saturday, Sunday, and public holidays: Closed

Messages received outside of business hours are queued and answered on the next business day, in the order they were received.

Typical response times:

• Starter plan: Within 48 business hours
• Pro plan: Within 24 business hours (priority support)

Urgent issues (site down, payment errors) are prioritized regardless of your plan.

How do I request changes to my website?

Requesting website changes is one of the most common reasons to contact support. You can submit change requests directly from your dashboard without going through the support section.

1. Log in to your dashboard.
2. Go to the Change requests section.
3. Click New request.
4. Describe what you want changed and on which page.
5. Attach new images, text, or documents if applicable.
6. Click Submit.

Our team will review your request and process it. You will receive a notification when the change has been made and is live on your website.

What types of requests can I make?

You can request a wide variety of changes to your website through the dashboard. Here are some common examples:

• Text updates. Change headings, paragraphs, button labels, or any text on your site.
• Image changes. Replace existing images or add new photos, logos, or graphics.
• Page additions. Request a new page (e.g., a new service page or a team page). Additional pages are available depending on your plan.
• Contact information. Update your phone number, email, address, or business hours displayed on the site.
• Design adjustments. Request color changes, font adjustments, or layout modifications.
• Navigation changes. Add, remove, or reorder items in your website menu.
• SEO updates. Request changes to page titles, meta descriptions, or other SEO-related elements.
• New features. Request integrations like Google Maps, social media feeds, or a blog section (Pro plan).

If you are unsure whether a specific change is possible, just ask. Our team will let you know what can be done and suggest alternatives if needed.

What is priority support?

Priority support is included with the Pro plan (39.90 EUR/month). It provides faster response times and preferential handling of your requests compared to the Starter plan.

Here is what priority support includes:

• Faster response times. Support messages are answered within 24 business hours instead of 48.
• Faster change processing. Website change requests are prioritized and typically completed within 24 hours during business days.
• Dedicated attention. Pro plan clients receive dedicated attention when handling complex requests or multi-step changes.

If you are currently on the Starter plan and would like priority support, you can upgrade to Pro at any time from the Subscription section of your dashboard.