If you have a question, experience an issue while using ShipStation, or are unable to create labels, ShipStation has multiple support options to meet your needs.
To submit a support ticket or open a chat with a support agent, you must be logged into your ShipStation account.
If you are not logged in, click the Sign In link at the top of this page to do so (this will take you to a ShipStation log in screen in your current browser session). Once logged in, you can then come back to the Help Center to submit a ticket or open a chat.
Online Help Center
Available to all plan levels.
Our online help center includes product and feature help articles, integrations help articles, and troubleshooting help articles so you can learn how to use features or resolve common issues right away.
Use the search bar to search individual words, phrases, or questions. Use the left-side navigation to browse articles based on what task you need to accomplish or feature you wish to use.
Available to all plan levels. Must be logged into ShipStation to have this option.
Send an email to our support team and we'll get back to you no later than one business day, though often you'll receive a response within four hours.
If you are unable to log into ShipStation, please send an email to email@example.com.
Available to Silver plan or higher. Must be logged into ShipStation to have this option.
Open a live chat with one of our support agents.
Available to Major Accounts (formerly called Enterprise Accounts).
Available to all plan levels. Must be logged into ShipStation to post and comment, but not to view.
Interact with other ShipStation users and exchange tips, tricks, workflows, and best practices.
The Community Forum is monitored by members of our support team for any issue that needs to be addressed directly by support, in which case they’ll convert your post to a support ticket and contact you directly.
Our support team is here to help you resolve your issues and get shipping as soon as possible.
Support Options Vary by Plan Level
Available support options vary depending on your subscription plan level.
To contact ShipStation for support, you'll first access our online help center (which you are on now).
Access the help center directly at anytime from within the ShipStation app by clicking Get Help from the Help menu in the top right of your screen.
This is the best way to access the help center since in order to submit a ticket or start a chat, you must be logged into ShipStation.
Click either the Get Help widget or the Contact Us link.
The Get Help widget floats on the bottom right of the help center if you are logged in to ShipStation.
If you use ShipStation V3, you may instead see a slightly different Support widget.
The Contact Us button can be found at the bottom of each page of the help center.
If you are not currently logged in to your ShipStation account, the Contact Us button will direct you back to this article.
Enter your question or issue into the pop-up that appears.
Click Ask Question.
See the Submitting a Ticket - Best Practices section below for tips on submitting all the information our team will need to resolve your issue right away!
Click Read Article to view the entire article.
Most how-to questions and many troubleshooting needs can be addressed using our knowledge base articles.
If the article answers your question, click Yes. If you cannot find the answer you need, click the Contact Support button and you can then either submit your ticket or start a chat.
We respond to all tickets and chats in the order we receive them, so your wait time may vary depending on the volume of requests. Email tickets will receive a response within one business day, though it's typically within four hours.
For Major Accounts, you also have the option to call our Major Accounts support team.
The phone number to contact the Major Accounts support team will be listed under the Help menu icon when you are logged into ShipStation.
Unable to log into ShipStation?
If you are unable to log into ShipStation, send an email to firstname.lastname@example.org to open a ticket with our support team.
Once you enter a chat, you have a few more options besides just having a conversation with the support agent.
Click the Options button on the bottom left if you want to:
Disable the sound
Send a file to the support agent (like a JPEG, PDF, CSV, or other file attachments)
Email a transcript of the chat to yourself
End the chat
Our chat widget leaves it up to you to end the chat! Once the chat is done, click Options and then click End this chat.
Then click the End button (or Cancel, to go back to the chat).
We'd really appreciate it if you could rate the chat and leave feedback for our support agents!
Finally, click the minimize button in the top right to close the chat pop-up.
When you submit a ticket to the support team, it's best to include as much information about the question or issue as possible. This helps the agent to fully understand what you need and answer your question or resolve your issue with their first response.
The information you should include in your initial email will depend on what your issue is. Remember these best practices when you submit your ticket:
A description of your issue
What is happening and when, if it is consistent or intermittent, which integration is involved (selling channel, carrier, etc), what task you are trying to accomplish when you experience the issue (import orders, create a label, print a packing slip, etc).
Example order numbers, if issue involves orders.
Tracking numbers (and shipment numbers, if you are using ShipStation V3), if issue involves shipments.
Name of carrier and service, if issue is related to labels.
Name of automation rule, if issue is related to automation rules.
Type of printer, If issue is related to printing.
Additionally, include if you are printing with ShipStation Connect, when the issue started, if the issue occurs for all print jobs or just certain jobs.
Screenshots or videos
Include a screenshot or video. See the sections below if you do not know how to take screenshots or videos.
Any steps you may have already taken to attempt to resolve the issue, if any.
Error messages you encountered, if any.
When contacting the support team, screenshots or video captures of the issue you're experiencing are extremely helpful. They can ensure the ShipStation team is looking for the issue in the right place, provide hints on how to replicate the issue, and provide information which would not normally be available to the support team member, such as detailed information about an order available in your selling channel but not found in ShipStation.
There are two types of screen captures you can take: the entire screen or the active window. For example, if you have three programs open at the same time, you might want a screen capture of only the active window.
Press the PRINT SCREEN key on your keyboard (PRTSC or PRTSCN on some keyboards).
You captured screen will be copied to your clipboard.
Paste the screen capture into the email or a program that allows you to save the images as a JPG or PNG file.
You can then attach that file to an email or drop it into a chat window to share with another person.
Check out Microsoft's detailed instructions for Windows 8.1 and higher on how to use their built-in snipping tool.
Press Command (⌘) + Shift + 4
Click and drag the crosshair pointer over the desired capture area.
When you have the entire area you wish to capture within the selection, release your mouse.
The image of the screen will be saved as a file on the desktop (called "Screenshot XX-XX-XX" where the Xs are the day's date).
If you prefer to put a screenshot in the Clipboard, hold down the Control key while you press the other capture key combo. You can then paste the picture into an email or document.
Check out Apple's detailed instructions for OS X 10.6 and higher.
There are other screen capture tools by third-party developers that can help you take and manage screenshots and videos. Many of these programs also include the ability to edit and annotate the screenshots or videos, so you can resize, add arrows and outlines, or hide information you don't want to share.
Here are a few popular options:
Monosnap: Monosnap is a free program for both Windows and Mac that also includes a free online storage account where you can upload your screenshots (or videos under 5-minute). For these uploaded images or videos, you'll receive a link to easily share with others.
CloudApp: CloudApp is a program for both Windows and Mac that allows you to take screenshots, modify or annotate images, and share them as needed. CloudApp offers a free pricing tier that allows you to take basic screenshots and videos, as well as paid pricing tiers if you need to use the program in a more advanced way.
Snagit: Snagit is a program for both Windows and Mac that includes more advanced editing and annotation options for images and videos. Snagit also includes access to a Screencast account so you can upload your saved images and videos and easily share them with others.
When you are in a chat or on a phone call with one of our support agents, they may request you to share your screen with them so they can see the issue occur in real time and get a better idea of exactly what is going on. Many times, it's much easier to let them see what's happening instead of attempting to explain it. They can then ensure you are also taking the correct steps to resolve it!
For screensharing, ShipStation uses a tool called Team Viewer. To save time, you can download ShipStation's version of Team Viewer before contacting support so you are ready in case screensharing becomes necessary.
Download Team Viewer from this link: https://get.teamviewer.com/ShipStation
After a few moments, the latest version of Team Viewer will download to your browser's download location.
Go to your downloads location and open the compressed Team Viewer file.
You should then have TeamViewer QuickSupport as an app you can open.
Open TeamViewer QuickSupport.
Team Viewer will open a screen with the ShipStation logo and says Allow Remote Control.
Give the support agent the 9-digit ID number from this screen.
The support agent should now be able to view your screen and interact with it to guide you through the troubleshooting process.
Once you are done sharing your screen, simply quit Team Viewer. You can keep the app for future use, or throw it in the trash. You can always download a new version should you need to.