Help and support
Support lives inside the app, on the “Help & Support” page. Open it from the question mark in the top bar, or search for help in the command palette (Ctrl and K, or Command and K on a Mac), where it is listed with “Guides and support tickets” beside it. It is not in the sidebar. There is also a public contact page for people who cannot get in.
Knowledge base
The first section is the “Knowledge base”. It has a search box and a category filter, and it covers account, orders, shipping and integrations questions.
Search it before raising a ticket. If nothing matches, the page says “No articles found” and offers “Contact support”, which takes you to the ticket form with less retyping than starting from scratch.
Raising a ticket
“Submit a ticket” asks for a subject, a category, a priority and a description, and lets you attach files.
Categories are “Account & billing”, “Orders & tracking”, “Shipping & carriers”, “Inventory”, “DPP & compliance”, “Integrations”, “Technical” and “Other”.
Priorities are “Low”, “Normal”, “High” and “Urgent”. Use them honestly: marking everything urgent makes the queue useless for the things that are.
If you can, quote a related reference, such as an order or a shipment. A ticket with a reference is answered faster than one that starts with us asking which order you mean.
Following a ticket
“My tickets” lists what you have raised, with a “Reference” and a status: “Open”, “In progress”, “Waiting on you”, “Resolved” or “Closed”.
“Waiting on you” means exactly that. A ticket in that state is not being worked on, because we are waiting for something from you. Opening the ticket shows the conversation and lets you reply and attach more files.
The public contact page
There is also a contact page at /contact, outside the app and reachable without signing in. It is linked from the sign-in screen and from the paywall.
Use it when you cannot get into the app at all, which is precisely the case where the in-app ticket form is no use. If you can sign in, raise a ticket instead: it arrives with your account attached, so nobody has to work out who you are first.
What support cannot do for you
Two things come up often and are worth setting expectations on. Nobody can bypass your second factor for you, and nobody can tell you why your bank declined a card. See Two-factor authentication and When a card is declined.