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Support requests

Ask us a question from inside the dashboard, and keep the whole conversation in one place.

The headphones icon in the header opens your requests. You can also reach them from Support in the account area, or from the panel at the bottom of any site's Help page.

Opening a request​

Give it a subject and describe what you are seeing. Error messages and the page you were on help a great deal.

If the question is about one of your shops, pick it from the list — whoever answers can then see which site you mean without asking. Leave it as Not about a specific site for questions about your account, your plan or an invoice.

What happens next​

  • We reply in the thread, and you get an email containing the reply itself — not a notice telling you to sign in and read it.
  • A notice also appears in your notification centre.
  • Replying keeps everything in the same thread.
  • Close request when you are done. A closed request cannot take new messages; open a new one to continue.

Who can see it​

Only you. A support request belongs to the person who opened it, not to the organization — so a question about an invoice, a plan or a security concern is not readable by everyone who was invited to look at one shop's numbers.

That also means a colleague cannot answer on your behalf or read what you asked. If a request is really about shared work, say so in it and we can bring the right people in.

On our side, requests are read and answered by StorePilot support staff.