Getting help
If your control panel shows a Live Chat button, that is the quickest way to get help. An AI assistant answers first, and people take over during business hours. If your panel shows no chat button, use Contact Support at the foot of this help center.
What the assistant can do
- Without a support code, it answers general how-to questions, like the articles in this help center. It does not look at your account.
- With a support code, it can look at your account for that chat, to find out what is wrong.
- It can make only four changes, and each one only after you say yes in the chat: run your domain's DNS automation again, check your domain's Amazon SES verification again, retry a migration, or send one test email from a mailbox. It only touches your own domains and mailboxes.
- It never asks for, sets or resets passwords. Never paste a password into the chat.
Get a support code
- In the control panel, open the account menu at the top right and choose Support code.
- Click Generate support code.
- Paste the code into the chat when the assistant asks for it.
A code works once and expires after 15 minutes. It lets the assistant look at your account for that chat only, and every change still needs your separate yes.
Support codes work only for account holders. If your sign-in was set up for you by someone else, for example the company that provides your email, your code may not be accepted. The assistant then answers general questions only. For anything about your account, contact that company.
Where the chat is
When it is available, the chat button is inside the control panel at system.atriomail.com, once you have signed in with your two-factor code. It is not on this help center, the sign-in page or webmail.
When a person takes over
If the assistant cannot solve it, it hands the chat to a person on the support team, who answers in the same chat during business hours.
What to include
- The domain or the email address the question is about.
- What you did, what you expected, and what happened instead.
- The exact error message, copied as text where you can.