Contact ShipStation Support

Explains how to find ShipStation support contact information, how to search for help content and how to connect with ShipStation support.

Contact our support team when 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.

Your Support Options

Log in to ShipStation and access the help menu to view all of your available support options.

Available Support Options

Support options vary based on your ShipStation subscription plan level and may include email, chat, community forum, and/or phone support.

If you are in your trial period, you have phone access to an account manager for the duration of your trial period.

View the table at end of this article for details on the support options available by subscription level.

  1. Log in to ShipStation.

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  2. Click the help menu Get Help icon. Black Question mark, inside of a gray circle, inside of a black square..

    The help menu will list the contact information and support options available to you, along with a link to the ShipStation help center.

    Get Help menu drop-down revealed and Get Help option selected.

Get the Help You Need

Use the Contact widget available on our help center (where you are now) to search for help content, which may resolve your issue right away, and to contact ShipStation's support team via email or chat.

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The widget first offers suggestions for help articles that may answer your support question. If the results do not provide what you need, you can then choose to contact support. The widget offers all support options available to you based on your subscription plan.

  1. Click on Get Help in the help menu Get Help icon. Black Question mark, inside of a gray circle, inside of a black square. in ShipStation.

    You will be redirected to the ShipStation help center and will be automatically logged in.

    Get Help menu drop-down revealed and Get Help option selected.
  2. Click on the Contact widget located at the bottom right of the help center page.

    It may take a few moments after landing on the help center page for the widget to appear.

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  3. Enter your question or issue into the pop-up that appears. Then, click the submit button or press Enter (Windows) Return (Mac) on your keyboard.

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    A list of options to help more accurately classify your issue or question will display.

  4. Click View Matching Solution or select an option that most closely matches your question.

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    View Matching Solutions

    Click the View Matching Solutions option to display the help article that was determined to most closely match to the issue or question you entered. This article may answer your question right away.

  5. Scroll to the bottom of the help article. There, you will have the options to:

    • You answered Yes, that helped. Great! You can close the widget.

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    • You answered No, show me more.

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      The widget will display any additional content that may assist you with your issue. You will also be given the option to either:

      • Click Rephrase Question to search for again

      • Click Contact Support to talk to the ShipStation support team

Contact Support via Email or Chat

Click contact support to either email the support team or to begin a live chat.

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Include as much information about the question or issue as possible. This helps the agent to fully understand what you need, answer your question and resolve your issue with their first response. Examples of what you might include:

  • Detailed description of your issue

  • Example order numbers

  • Tracking numbers

  • Name of shipping carrier or service

  • Name of your automation rule

  • Type of printer

  • Error messages

  • What troubleshooting steps you have already performed

  • Screenshots of the issue or error message

Email

Submit an email through the Contact widget to open a support ticket with ShipStation's support team.

High Volume Wait Times

During high volume periods, email response times may exceed one business day. Please chat or call in for the quickest support if your plan includes these options.

  1. Click the Email button.

    An email form will launch with your email address filled in for you.

  2. Enter a Subject for your email and a detailed description of your issue in the How can we help? field.

  3. Click Submit.

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Chat

To start a chat with a ShipStation support agent:

  1. Click the Chat button.

  2. Click Launch Live Chat when prompted.

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Taking Screenshots & Videos

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 that 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.

This section will assist you with how to capture screenshots using the built-in tools in Windows and macOS and introduce you to additional screen capture options.

How To Take a Screenshot - Windows

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.

  1. Press the PRINT SCREEN key on your keyboard (PRTSC or PRTSCN on some keyboards).

    Your captured screen will be copied to your clipboard.

  2. 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.

How To Take Screenshots - Mac

  1. Press Command () + Shift + 4

  2. Click and drag the crosshair pointer over the desired capture area.

  3. 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.

Other Screen Capture Options

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.

ShipStation's Support Options by Plan

Online Help Center

Our online help centre 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 for 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.

Live Chat

Log in to your ShipStation account and open a live chat with one of our support agents to get your questions answered right away.

Email

Log in to your ShipStation account and send an email to our support team and we'll get back to you typically within one business day.

Community Forum

Interact with and learn from other ShipStation users. Exchange tips, tricks, workflows, and best practices.

Members of our support team monitor the community 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.

Everyone can view community posts. You must be logged in to post and comment.

Phone Support

For Scale and Enterprise accounts, call/text our Enterprise support team between 9 am and 5:30 pm AEST. The phone number is listed in ShipStation's Help menu Get Help icon. Black Question mark, inside of a gray circle, inside of a black square..

For other plan levels, the support phone number will appear in the contact support widget on the help center after you enter your support request.