Get help with a safe support report
Send the screen, actual error and non-sensitive record reference needed to investigate a problem.
On this page
Before you begin
Use Contact support in the workspace, or the support contact offered by your account.
All staff. Company feature access and current setup requirements apply.
Step by step
- 1
Describe the task
State the workspace, action and what you expected. Include the actual displayed error rather than only saying the button did not work.
- 2
Include safe context
Provide date and time zone, desktop version if relevant, browser/device and a non-sensitive receipt or request reference.
- 3
Prepare a safe screenshot
Remove private customer contact, payment information, passwords, tokens and invitation links. A sample record is preferable when reproducing an interface issue.
- 4
Explain uncertainty
State whether the action is confirmed, rejected, pending or unknown and which existing records you checked. Avoid retrying an uncertain payment while waiting for review.
Keep in mind
Never send passwords, API keys, USPS secrets, one-time signing secrets or cardholder details.
For a shop customer account or order issue, the merchant’s customer contact is the appropriate first contact.
If something goes wrong
You cannot open staff support
Use the official public sign-in support option and describe the connection or account issue without credentials.