Guides / Your store

Get help and open a ticket

By the end you will have sent a question to support from your console and know where the answer arrives.

Open Help, under Admin in the sidebar. Anyone who works in your store can read it and write to support. The page links to these guides and lists your store's tickets.

Open a ticket

1. Under Open a ticket, type a Subject of a few words.
2. Choose What is it about? so the ticket reaches the right person.
3. Under What were you doing, and what did you see?, say which page you were on, what you did and what happened.
4. Press Send to support.

The ticket opens with a reference such as T-1042, and the page says Waiting for support. A store can have 25 tickets open at once.

Leave out passwords, two-factor codes and card numbers. We never need them, and a subject or message that holds a card number is refused.

Read the answer

We answer on the ticket itself. Whoever opened it gets an email with a link. The email does not contain the answer, so that only someone signed in to your store can read it.

• Waiting for support: you wrote last, and we owe you an answer.
• Support answered: we wrote last. Reply under Reply, or press Close this ticket if it is settled.
• Closed: settled. Writing a reply reopens it.

What support can see

Support reads what you write on the ticket. If you ask us to look at your store, a member of support can open your console as a visitor for up to an hour. They can read what your own read-only staff can read and change nothing, and each page they open is written to your Audit log.

Opening, replying to and closing a ticket are each written to your audit log. What you wrote is not.

Checked against the product on November 14, 2026.