Support Tickets and Getting Help

Use Dashboard > Support when an account-specific problem cannot be resolved with Help. Smart Help explains procedures; a support ticket sends the issue to the platform's support team.

Before you start

Check the relevant guide and capture the exact error, affected page, approximate time and steps that reproduce it. Check whether the change was actually saved before repeating it. Do not repeat payments, imports or invoice posting simply because a response was delayed.

Open and follow a ticket

1. Open Support and choose New ticket.
2. Enter a specific subject, such as "Linked Stores invitation cannot be accepted".
3. Describe expected versus actual behavior, the affected feature and what you already checked.
4. Choose the appropriate priority: Low, Normal, High or Urgent. Priority does not promise a fixed response time.
5. Attach relevant screenshots or files within the displayed upload restrictions. Remove passwords, API keys and unrelated personal data first.
6. Submit, then open the ticket in the ticket list to confirm the saved message and status.
7. Add follow-up information to that ticket rather than creating multiple tickets for the same problem. Read replies in the conversation and use the available status controls when the issue is resolved.

What to include

Problem	Useful information
Product AI/import	Product name or SKU, job phase and exact error; avoid re-uploading confidential catalogs to unrelated services
Payments	Order/invoice reference, provider, amount/currency and approximate time; never card details or provider secrets
Channel connection	Platform, connection status and permission error; never access tokens
Linked tenants	Store names, hub/satellite role and relationship status
Website	Page path, preview versus published domain, and screenshot
Missing permissions	Your role and the menu/action that is missing

Verify the result

A submitted ticket should appear in the list and open with its message. A file chosen in the browser is not proof it uploaded; inspect the saved attachment. Check the existing ticket after a connection failure before submitting again.

Troubleshooting

If an attachment fails, use a smaller permitted file and check the stated limit. If the list is empty, remove filters and confirm the current account. If the page is inaccessible, contact the support address shown in the panel or public site's Contact page. Smart Help cannot inspect private tickets, issue refunds or change settings for you.

See Smart Help for private question-and-answer guidance and Security for account access problems.