Customer Care Documents

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Frequently Asked Questions   W ho is Customer Care? The Marketo Customer Care Team is your single point of contact for account inquiries, general information, and to help you navigate to the right resources within Marketo. Count on us to provide friendly and reliable guidance to help you get the most from your Marketo subscription.   How do I contact you? You can reach us by email at customercare@marketo .com , via chat from the Marketo Nation portal, or by phone.   Do I need to be an authorized support contact in order to contact Customer Care? Nope! Anyone can reach us by phone or email. H owever , in order to use our chat feature you will need to be logged into the Marketing Nation.   Who do I contact for general questions about my account? The Customer Care team is your primary point of contact for all questions about your account. If we can’t answer your question we will ensure that we connect you with the person or team who can while ensuring your issue is taken care of in a timely manner.   When do I contact the Customer Care Team vs Support? The Customer Care Team is available to assist with any account-related questions you may have. If you are having technical issues or need product support, please contact our Customer Support team at https://support.marketo.com.   When should I use chat and when should I send an email? If you need an immediate answer chat is the best way to reach us, otherwise feel free to send us an email or give us a call .   What hours are you available? Marketo’s Customer Care Team is available Monday through Friday, 8:30am – 5:00pm MDT / 10:30am – 7:00pm EDT in the US. For our customers in the Australia/New Zealand region, we are available Monday through Friday, 8 am - 5 pm Australian Eastern Standard Time. If you need to reach us outside of these hours please send us an email, or leave us a voicemail and we will get back to you the next business day. If you have an urgent issue please contact technical support.
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IMPORTANT: Only authorized Support contacts with a support entitlement of Business level or higher can contact Marketo Support by phone. Here you can find the regional contact information for support: https://nation.marketo.com/t5/Knowledgebase/About-Support/ta-p/249411. When calling in to support you want to make sure that your phone number on your community profile is correct and you want to make sure you are calling the correct phone number according to your region.   1. Make sure you are logged in to the correct community profile. You can do this by logging in to the instance where you are a support contact and clicking on the community button in the upper right hand corner of the instance or the community tile found on the "My Marketo" page.   2. Click on your profile icon in the upper right hand corner and select "My Settings" from the drop-down.   3. Click on personal information.   4. Scroll down to the Primary Phone Number field, update your phone number, then click save!   If you are still experiencing any issues when trying to call in to support please reach out to marketocares@marketo.com with all your details and the Customer Care team will gladly assist you.
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