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Contacting Recharge Support

Shopify Checkout integration Custom BigCommerce Recharge Checkout on Shopify
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The Recharge support team is dedicated to helping you troubleshoot issues, providing resources, and answering any questions you may have about the Recharge platform.

Are you new to subscriptions? Check out our Onboarding resources for access to our Getting started guides and Onboarding webinar.

Self-service support

Recharge’s self-service support libraries contain a wide range of documentation to assist you. Recharge offers the following support libraries:

  • Recharge Help Center: The Recharge Help Center contains articles to help you get set up with Recharge and troubleshoot common issues.

  • Recharge Developer Docs: The Recharge Developer Docs is a collection of technical resources for making advanced customizations to Recharge.

  • Recharge API Reference: The Recharge API Reference contains the specifications of using Recharge’s RESTful API and event-driven webhooks.

  • Recharge operates public channels on Slack for Recharge API and Theme Engine related questions. Reach out to the Recharge support team if you require access.

How to contact the Recharge support team

If you are unable to find resources in any of our self-service support libraries, the Recharge support team also offers email, chat, and phone support.

Email

  • 24 hours a day, 7 days a week
  • For email support, contact us and select Email ticket.

Chat

  • 24 hours a day, 7 days a week
  • For chat support, contact us and select Start a chat.

Phone

Note: While we do offer phone calls for technical issues, we're not able to guarantee that the issue will be resolved over the phone. Technical issues can be quite complex and the issue may require additional investigation to solve.

Tips for contacting Recharge

Consider these tips when contacting Recharge support:

  • If you are having issues with specific orders, include the name and email of the customers affected.
  • If there is a front-end issue, provide a screenshot and the URL of the affected webpage.
Tip: When you receive a response from Support, add the contact e-mail to your address book to ensure you see follow-up responses from our team. 

Topics outside our scope

Though we strive to provide as much assistance as possible, there are some topics that fall outside our scope of support.

  • Tax advice
  • Legal advice
  • Custom code modifications 
  • Unsupported third-party integrations 
  • Data and analytics advice
  • Industry best practice advice

Note: While the Recharge support team cannot provide advice on industry best practices, the Recharge Blog is a free resource for subscription industry insights and practices.

For more information, visit Recharge design and integration policy.

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