1. Overview
  2. Troubleshooting and FAQ
  3. How do I contact 1smart.link support?

How do I contact 1smart.link support?

If something isn't working as expected, or you have a question about your account, this guide shows you how to contact 1smart.link support and what information to include so we can resolve your issue in the fewest possible emails.

Note: 1smart.link support is available by email only. We do not offer phone or live chat support. Email ensures every request is tracked and resolved with a written record.

Send your support request

  1. Open your email client and compose a new message to support@1smart.link.
  2. Use a subject line that briefly describes your issue — for example, "Bio page not loading" or "Amazon Ads campaign sync error".
  3. If your issue is urgent (account suspension, payment failure, or data loss), add [URGENT] at the start of your subject line. For example: [URGENT] Cannot access my dashboard.
  4. Write a clear description of the problem in the body of the email. Include what you expected to happen and what actually happened instead.
  5. Attach any supporting information listed in the sections below.
  6. Send the email.

You will receive a reply from a team member at the 1smart.link domain. Typical response time is within 24 hours on business days (Monday to Friday). Responses over the weekend may take a little longer. If your issue requires a deeper investigation — such as backend logs or Amazon API troubleshooting — we will keep you updated on progress.

What to include in every support request

The more relevant detail you provide upfront, the faster we can help. Include as many of the following as apply:

InformationWhy we need it
Account emailThe email address you signed up with, so we can locate your account.
Problem descriptionWhat you expected versus what happened. Be specific.
Page URLThe URL or page path where the issue occurred (e.g. /dashboard/biolinks/edit/123).
Error message textCopy and paste the exact wording of any error message you see.
Screenshot(s)Attach screenshots if the issue is visual — they often save an entire round of back-and-forth.
Browser and deviceFor example: Chrome on macOS, Safari on iPhone, Firefox on Windows.
TimestampThe approximate time the issue occurred. This helps us find the right log entry on our side.

Additional details for specific topics

Depending on what your request is about, a few extra details will help us get to the answer faster.

Billing and refund requests

  • The date of your purchase.
  • Your Stripe receipt number — check the payment confirmation email sent by Stripe.
  • Whether this is your first purchase. A 14-day money-back guarantee applies to first-time purchases, so mention this if it is relevant to your request.

Custom domain issues

  • The domain name you are trying to connect.
  • The CNAME target you configured in your DNS settings.
  • If you are comfortable using a terminal, include the output of running dig yourdomain CNAME (replace yourdomain with your actual domain). This tells us exactly what your DNS is returning.

Bio page or widget issues

  • The public URL of the bio page.
  • The widget type and a description of what is broken.
  • If the published page looks different from what you see in the builder, attach a screenshot of both the builder view and the public view so we can compare.

Amazon Ads Optimiser issues

  • The Amazon marketplace (e.g. Amazon.in, Amazon.com, Amazon.co.uk).
  • Your account name within 1smart.link.
  • The specific campaign, keyword, or suggestion involved.
  • Any error message from the change log, if one appeared.

What to expect after you send your request

Once your email reaches us, here is what happens:

  1. A team member reviews your request and any attachments.
  2. If we have enough information, we work on a resolution and reply with an answer or a fix.
  3. If we need more detail, we will reply with specific questions. Please check your inbox (and spam folder) and respond when you can.
  4. Complex issues may involve several rounds of emails. We aim to resolve thoroughly rather than rush — but we will keep you informed at each step.

Tip: Always reply to the same email thread rather than starting a new message. This keeps the full history in one place and helps us pick up exactly where we left off.

Troubleshooting

You sent an email but haven't received a reply

  • Check your spam or junk folder. Replies come from the 1smart.link domain and some email providers may filter them.
  • Confirm you sent the email to the correct address: support@1smart.link.
  • If it has been more than 24 hours on a business day, send a brief follow-up to the same address.

You're not sure which email is your account email

  • Try logging in at www.1smart.link. The email shown on your profile or account settings page is the one we need.
  • If you cannot log in, mention the email addresses you might have used when you write to support — we can search on our side.

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