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Contacting support

We're here to help. Pick the option that matches what you need.

Live chat​

The fastest way to get help is live chat from inside the dashboard. Click the chat icon in the bottom right of any page in One Privacy and a real person responds during our support hours.

Live chat is best for:

Quick questions ("Where do I find...?").

Walking through a setup with our help.

Reporting something that's not working.

Email​

Send us an email at hello@oneprivacy.io. We typically reply within a few hours during business hours, and the next business day otherwise.

Email is best for:

Detailed issues with screenshots or logs attached.

Questions that need a written record.

Compliance and legal questions where you want a thoughtful answer.

If Google Ads, Google Analytics, or Tag Assistant report missing or late Consent Mode signals, start with One Privacy support, not Google. The signals come from the One Privacy script, so we are the ones who can see what happened. We fix the setup with you, and we bring Google in when a problem is on their side.

Write to google-support@oneprivacy.io. This address is only for Google Consent Mode, Google Tag Manager, and Google tag issues, so your ticket reaches the people who work on them directly. Use hello@oneprivacy.io for everything else.

When you write to us about Consent Mode or Google tags, add cmp-support-helper@google.com in CC. Google uses that address to improve Consent Mode support across consent platforms, and it lets Google support join the thread when needed. If you forget, we will ask for your permission and add it ourselves.

Include the report from onePrivacy.debug(), run in the browser console on the affected page. See Debug Google Consent Mode.

Escalations. For systemic problems, such as Consent Mode signals missing across many sites or a fault in the Google Tag Manager template, email google-support@oneprivacy.io with a subject line that starts with Escalation:. The founder handles escalations and replies the same business day.

Information that helps us help you​

When you reach out, sharing the details below helps us solve your issue on the first reply:

Your workspace name in One Privacy.

The website URL you're working with.

A short description of what you expected and what happened instead.

A screenshot or screen recording if it's a visual issue.

The time when something happened (so we can pull the right logs).

The browser and device you're using if it's a banner-on-website issue.

Response times by plan​

Free. Live chat and email during business hours. Response within four business days.

Starter. Live chat and email. Response within one business day.

Growth. Live chat and email. Response within four business hours.

Business. Priority support with a dedicated channel. Response within one business day, one business hour for urgent issues.

The first reply on every plan is a technical answer or a concrete next step toward a fix, not an acknowledgement.

What we can help with​

Setting up your banner, scans, geo rules, and audit.

Google Consent Mode, the Google Tag Manager template, and the One Privacy banner on your websites, including ongoing troubleshooting.

Troubleshooting installation on your website.

Compliance questions about how One Privacy works (we can't give legal advice, but we can explain how the product helps you comply).

Billing and account issues.

What we can't help with​

Specific legal advice for your business; speak to your lawyer.

Custom code or integrations beyond what's documented; we can advise on the best approach.

Issues with third-party tools (your CMS, your developer's code, reports inside Google Analytics) that aren't related to One Privacy. Missing Consent Mode signals on Google tags are related to One Privacy; bring those to us first.

What's next​

FAQ.

Glossary.