How to ask for help

We are glad to help. A clear message gets you a useful answer much sooner, because we spend less time asking questions.

Before you write

1. Search this Help Centre. The answer is often here.
2. Look at the warning on your dashboard or on the channel page. It often says what is wrong.
3. Read Troubleshooting connections if it is about a marketplace.

What to include

• Your business name and the web address of your store.
• What you were trying to do, in a sentence.
• What you expected and what happened instead.
• The exact words of any message. Copy them if you can.
• Where and when. Which screen, and roughly what time.
• An order number or product code, if one is involved.
• A screenshot, with passwords, keys and card numbers out of view.
• How much it affects you. Is selling stopped, or is it a small annoyance?

What never to send

Never send a password, a full key, a licence key or a card number. We will never ask for your password. If we need access to something, we will show you how to give it safely.

What to expect

We reply by email, to the address you write from. How quickly we reply, which hours we cover and what support includes are set in your agreement with the studio. We do not state a promise here, because it depends on what you agreed. If you are unsure, ask us.

If something is urgent, say so in the first line. Tell us what it stops you doing.

Questions about licences and cost

We quote prices for you, so contact us for pricing. For renewals or changing your licence, write to us and tell us your business name.

Feature requests

Tell us what you were trying to achieve. It helps us far more than telling us how you think it should work.

Related

• Troubleshooting connections
• Start here
• Security and your data