A clear, detailed support ticket helps us solve your issue faster, with less back-and-forth, so you can get back to running your business.
Step 1: Know your issue
Before you write, make sure you understand the problem you're facing. Accurate information helps us work on it straight away.
Step 2: Write a clear subject line
Your subject line tells us your concern at a glance. Compare these two:
"Need help NOW!!!"
"Need help! I see the wrong prices on my products"
The second is best, because our team can check your page and start fixing it as soon as they open your ticket.
Step 3: Describe the problem in full
The more detail you give, the better we can help. Include:
Who you are: your full name, your plan, and the email address linked to your account.
Your goal: what you were trying to do, for example, "I was about to [goal] when [problem]."
Technical details: the web address where the error happened, your device, operating system and browser version.
History: whether it's happened before, how often, and when it first happened.
What you've tried: any steps you took to fix it, like using another device, and what happened.
Step 4: Add a screenshot or recording
A screenshot or screen recording of the issue helps us see exactly what's happening.
Warning: Please don't open more than one ticket for the same issue. Duplicates slow things down.
Note: We do our best to reply quickly, but it can take longer than 24 hours when we're very busy. If you haven't heard back after 24 hours, feel free to check your ticket status.
Final thoughts
With a clear ticket, we can help you faster. See all the ways to contact us.