Support Options at Meister

Oliver Schneider

When one encounters a problem, they probably click on the help button. And then on "contact support". This links to "Ask the Community" and not to the support.

And there, if you tell about your problem, Mindmeister doesn't like it (I think they are right because it is not the support but the community) and they ask to contact support (but when you click "contact support" that's where it links!).

So, after looking in detail, I found out that support can be joined at : support@mindmeister.com My first ticket was : why does "contact support" not link to this address?

The answer came after two weeks and was quite surprising : to ask for support, you dot NOT have to click on "contact support" but : click on your icon → your account → contact us → talk to the chatbot → tell that it didn't solve the problem → they send you a link to a form… → and you can contact support.

!!!Waouw!!!

As a paid users, we have the right to a support from helpdesk. It is clear that this possibility is hidden. The main reason is probably that support@mindmeister.com is overloaded and they take quite a while to answer and probably don't want people to create new issues.

But the main thing : when you click on "contact support' it should link to the chat bot and the info about "support@mindmeister.com" and not the community…

Cornelia Patscheider

Hi @Oliver Schneider ,

thanks for sharing your experience. I understand that it can be frustrating when trying to contact support and not finding the right way immediately.

Meister offers different support options depending on your subscription plan.

👉 Please take a look here about all our support options that MindMeister offers.

I am sorry that you did not find this information earlier. Have you used the Help Center before?

If you are in a mind map and select "Contact Support", this will lead you to the Community. The Community is the quickest way to get help from fellow mind mappers and from Meister Community Managers like myself. We provide support and guidance for common issues.

However, if the problem is more complex and requires troubleshooting tools that Community Managers do not have access to, we recommend contacting the Meister Support Team. This way, simple questions can be answered in the Community, while complex issues go directly to the Support Team. This helps reduce waiting times, as the workload is shared.

👉 How to contact the Meister Support Team directly: To reach the dedicated Meister Support Team, open your Account → "Contact Us". Depending on your subscription plan, you will see your available support options. You can find a step-by-step guide here.

I understand that you found the email, but we do not recommend using this email unless you cannot access your account. We have specific processes in place to make support efficient. One issue we noticed in the past is that customers who email this address often use a different email address than the one linked to their Meister account. This makes it difficult for our Support Team to find the correct account and provide help. Also, if you reach our from your Account, then the Support Team has more efficient troubleshooting tools at hand and can resolve any issues quicker.

👉 About the Support Chatbot: You also mentioned our Support Chatbot. This is a new tool that helps answer common questions. Around 25% of customer inquiries are resolved successfully using the chatbot. If the chatbot cannot solve the issue, it will provide you with a form to contact the dedicated Support Team.

If you need help with anything else, feel free to ask. I’m happy to assist! 😊