Explains available support options, how to submit a request, use the chat widget, take screenshots and do a screen share, and best practices for submitting a ticket.
We are currently seeing unprecedented volume in our support queue and our wait times have significantly increased. Email responses are averaging 72 hours. We recommend searching our robust knowledge base to answer your questions and we look forward to helping you soon. Thank you for your understanding and patience.
Updated May 4th, 2020.
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.
IMPORTANT: Login Required!
To have access to live chat you must be logged into your ShipStation account.
To log in, click the Sign In link at the top of this page. This will take you to a ShipStation login screen in your current browser session. Once logged in, click the help menu and choose Get Help to be redirected back to this page.
If you are unable to log into your ShipStation account:
Review our Login Troubleshooting Guide for steps you can take to help resolve this issue.
Available support options vary depending on your subscription plan level.
Online Help Centre
Available to all plan levels.
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 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.
Send an email to our support team and we'll get back to you typically within one business day, though often you'll receive a response within four hours.
Available to Bronze plan or higher. Must be logged into ShipStation to have this option.
Open a live chat with one of our support agents to get your questions answered right away.
Available to Enterprise plans for ShipStation Legacy users. Available to Bronze plans and above if you have migrated to the new ShipStation layout.
For Enterprise accounts, call / text our Enterprise support team between 8am and 8pm CST. The phone number is listed in ShipStation's Help menu .
Available to all plan levels. Everyone can view posts. You must be logged into ShipStation to post and comment.
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.
The best way to contact ShipStation's support team is to use the Get Help widget available on our online help centre (which you are on now). The options available to you will depend on whether you are logged into your ShipStation account and what plan you are subscribed to.
Anyone can ask a question in the Get Help widget. The widget will offer suggestions for help articles that may answer your question. If the results do not provide what you need, you can then choose Contact Support. If you are not logged into ShipStation, you will be presented a ticket form to fill in and submit your support request.
For the widget to offer the other support options available to your subscription plan, you must be logged into your ShipStation account. Follow the instructions below to access the support team through your ShipStation account.
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 Enterprise Accounts, you also have the option to call our Enterprise Accounts support team. The phone number to contact the Enterprise 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 or access the Get Help widget, 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 three dots on the bottom right if you want to:
Disable the sound
Email a transcript of the chat to yourself
End the chat
Click the attachment icon to send an image or other type of file to your support agent.
Use the Pop Out icon to pop the chat widget out of your browser into its own window.
Our chat widget leaves it up to you to end the chat! Once the chat is done, click the three dots and then click End 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, 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.
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.