Mapbox Support

Choose our Individual support plan if you are seeking help from a product expert via email. You are familiar with code and need guidance on how to implement a Mapbox feature or report an unexpected issue. While timelines and initial reply time SLAs are important for you and the project, but a response time of 3 business days is sufficient.

Choose our Business support plan if you are part of a team that is looking for guidance on implementation best practices. Location Services are an important part of your application and you want access to help from Support Engineers. Your project may require a combination of Mapbox features and tools. A response time of 1 day or less is important for urgent issues.

Choose our Premium support plan if you are looking for a strategic partner to drive your initiatives and translate them into best practices for location technologies, services optimization, and generating revenue. Mapbox is a core part of the products your business offers. Access to rapid emergency response is important. Support teams are considered an integral extension of your product.

Without a paid support plan, you can open a ticket for Accounts & Billing questions only. Please use our Accounts and Billing support form. (Note: technical support questions submitted via this form will not receive a response.)
On the Individual support plan, you can open a support case through our Technical support portal or our Accounts and Billing support contact form. Individual support plans only provide support to the email address that is associated with the Mapbox account that has the active Support subscription, if you use a different email your ticket will not receive a response.

On the Business and Premium support plans, you can submit a ticket either using the Technical support portal, or through email from an authorized email address associated with your plan. Details are provided in your Support plan contract.

On the Premium support plan, you will have access to a private collaboration space where you can open issues to have more direct access to our engineering teams. Details are provided in your Support plan contract.

Yes. For our Individual support plan, tickets must be submitted using our Technical support portal while logged in using the same email address that is associated with the Mapbox account that has the active Individual Support subscriptions. Other email addresses, such as an alternate personal email or colleague’s email, will not be associated with the active subscription and therefore not responded to.

For our Business and Premium support plans, support cases must be submitted from an email using your company's domain. If you work with a contractor who will be opening support cases on your behalf, please let our Sales team know those email domains when you set up your plan so we can associate them with your account.

Without a paid support plan, you can open a ticket for Accounts & Billing questions only. Please use our Accounts and Billing support form. (Note: technical support questions submitted via this form will not receive a response.)

To report Mapbox map or data issues without a paid support plan please submit an update request at mapbox.com/contribute.

If you have a technical issue without a paid support plan, please use the self-serve support resources, including Documentation, Developer Discord, and Stack Overflow.

The Individual Support plan includes:

• Guaranteed first response to a submitted ticket in 3 business days (email only)
• Guidance on API syntax or errors
• Guidance on SDK methods or errors
• Sharing examples relevant to the issue
• Help with installation and configuration of SDKs
• Answering questions about API/SDK functionality
• Bugs and Feature requests

‍

Not included:

• Code review or advanced implementation advice
• Custom code snippets or examples
• Phone calls or meetings

Individual support plan: Our support engineers will help to ensure you are properly using our APIs and SDKs, scoped to clearing up any error messages, although posting questions like this to Stack Overflow is still preferred as it may be a common issue that other developers also run into.

Business support plan: Our support engineers will suggest alternative workflows and APIs/SDKs that may better suit your project needs to get the expected outcome, and will look over Mapbox-related code to pinpoint opportunities to guide your team with best practices when implementing Mapbox tools.

Premium support plan: You'll have a dedicated Mapbox Support Engineer as your partner to bring your technical and business goals to fruition. Our Solution Architects are available to review how Mapbox is integrated into your stack, and help you design cutting-edge and optimized workflows.

Our standard business hours are Monday through Friday - 6:00 a.m. to 6:00 p.m. Pacific Time excluding major U.S. holidays.

If you do not have a paid support plan, we cannot guarantee any first response time.

On the Individual Support plan, we will provide an initial response within 3 business days.

On the Business Support plan, we provide an initial response within 1 business day for P2 tickets or 3 business days for P3 tickets, as well as the ability to report emergencies (P1) that we will reply to within 4 hours or less (within Mapbox Support business hours).

On the Premium support plan, you have access to the same response times as Business Support, plus the ability to access P0 emergency response times of 30 minutes or less.

Read about issue priority definitions in our legal docs.