Help Center
How can we help?
Guides, quick answers and the fastest way to reach the team, for businesses already working with Mithril.
Not a client yet? Read the FAQ
Support docs
Step-by-step guides.
Short guides for the things clients do most, so your request arrives with what we need to act on it.
Open the support docsGuide 015 steps
Get ready for onboarding
What to have ready before your first month starts.
Guide 024 steps
Share access without sharing passwords
Invite us into your accounts the safe way, and keep them yours.
Guide 034 steps
Review and approve work
How to review pages and posts in one clear reply.
Guide 044 steps
Request a change
The details that help us understand and complete your request.
Guide 055 steps
Report something that’s broken
What to tell us so we can start fixing straight away.
Guide 065 steps
Ask about a number in your report
Why two numbers can disagree, and how to ask about one.
Reaching us
Who to contact, and how fast we respond.
The urgent support form
For anything broken. Say how serious it is and what’s affected, so it reaches the team with what’s needed to fix it.
Send an urgent requestEmail support
For questions, change requests and anything with an attachment.
support@mithrilmarketingservices.com Your account manager
On Pro and Premium, a dedicated account manager knows your account and coordinates your work and reporting.
| Inclusion | Lite$650 / month | Pro$2,200 / month | Premium$3,800 / month |
|---|---|---|---|
| Support response | 2 business days | 1 business day | 4 business hours |
| Account manager | Shared support queue | Dedicated | Dedicated, priority access |
| Strategy calls | Not included | Quarterly | Monthly |
| Reporting | Monthly | Monthly, on demand | Monthly, on demand |
Response times are counted in business days and business hours. Your agreement sets your support hours.
Never send passwords or payment details. If we need access to something, we’ll ask.
Quick answers
Before you email us.
Reports, billing, your plan and keeping your accounts safe, answered in a line or two.
Where do we send a change request?
Email support@
The change request guide shows what to include, so we can assess the work with the right information.
How to request a changeWhen do we get our report?
Every month, without asking.
On Pro and Premium, you can also ask for one whenever you need it.
How to ask about a number in your reportWhy does Google bill us separately?
Because ad spend isn’t part of your plan price.
Google or the platform bills the spend straight to your own account, so you always see exactly what’s being spent. Your plan covers managing it.
Can we change or cancel our plan?
Yes. Every plan is month to month, so you can cancel anytime.
You can also move up when you add locations or budget, or step down if you need to, with no penalty either way. Email support, or tell your account manager if you have one.
Can we add a project, like a new website?
Yes. Projects run alongside your plan.
A website build, a competitor analysis or an automation project gets its own scope, price and schedule in writing before we start, and your plan’s project discount applies.
| Inclusion | Lite$650 / month | Pro$2,200 / month | Premium$3,800 / month |
|---|---|---|---|
| Project build discount | 5% | 10% | 15% |
What does Lumen do for us each month?
It audits your site and gives you a prioritized action plan.
That’s part of every plan, and it’s in your client portal with what changed since last month. On Pro and Premium, your team can also start its own site audits between ours.
| Inclusion | Lite$650 / month | Pro$2,200 / month | Premium$3,800 / month |
|---|---|---|---|
| Lumen client portal and audits | Portal, monthly audit, page scans | Plus your own audits, 60 a month (1 seat) | Plus your own audits, 250 a month (5 seats) |
What happens to our ad account if we stop working together?
Nothing changes hands. It was always yours.
We work inside an account your business owns, so its history, conversion data and billing stay with you.
Can we send a password through the support form?
No. Never send passwords or payment details.
Invite us from inside the account instead. If we need access to something, we’ll ask.
How to share access safelyStill stuck?
A person is one email away.
Email support@