Contacting Recharge Support
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 the Merchant HQ or the Onboarding guide for access to getting started tools and resources.
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.
- Merchant HQ: A curated selection of information for every stage of the merchant journey.
-
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 Developer Hub: A collection of resources to keep you up to date with the Recharge product, including links to the Recharge Status Page and the Recharge Product Changelog.
-
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.
Support methods
If you are unable to find resources in any of our self-service support libraries, the Recharge support team also offers email, chat, and video callback support.
Email support is available 24 hours a day, 7 days a week.
Enter your store URL on the Contact Recharge Help page and select Submit to access your support contact options. Click Email Ticket to open a ticket via email with the Recharge Support team.
Chat
Chat support is available 6 AM to 6 PM PST, Monday to Friday, with the exception of observed US holidays.
Enter your store URL on the Contact Recharge Help page and select Submit to access your support contact options. Click Start a chat to begin chatting with the Recharge Support team.
Chat support should not be used to request updates on an existing ticket. If you require an update on an ongoing request, please reply to the original ticket thread.
Video callback
Video callbacks are available 6 AM to 6 PM PST, Monday to Friday. Video callback support is offered to merchants on the Custom Pricing plan.
Enter your store URL on the Contact Recharge Help page and select Submit to access your support contact options. Click Video callback request to request a video callback.
Note: While we do offer video callbacks for technical issues, we're not able to guarantee that the issue will be resolved over the video call. Technical issues can be complex and the issue may require additional investigation through email to solve.
Service levels
|
Knowledge Base access |
Yes |
Yes |
|
Email triage |
Yes |
Yes |
|
Chat triage |
Yes |
Yes |
|
Video callback |
No |
Yes |
|
Guaranteed response |
8 Hours |
4 Hours |
|
Support availability |
7 days a week |
7 days a week |
|
Hours |
24 hours per day |
24 hours per day |
Submit a support ticket
When submitting a support ticket, merchants should select the type of question they are submitting, the priority level, as well as the product component related to their inquiry.
For detailed instructions on how to submit a ticket, visit Submitting a support ticket.
Tips for contacting Recharge
Consider including...
- The .myshopify.com or .mybigcommerce.com URL
- The browser and/or device you are using if you have encountered an error or bug
- Any error messages that are visible
- Screenshots or videos of the behavior you are seeing in addition to the expected behavior
- The name and order number of specific subscriptions or orders
- Links to pages where you are seeing the issue
- Any applicable customer information, including the customer email address and first and last name
Inform us about...
- The expected behavior, the behavior you are reporting, and any replication steps so the support team can replicate the issue
- Any theme or code changes to help identify any code that may be impacting the widget
- Any troubleshooting steps you have taken yourself prior to submitting your ticket
Be sure to...
- Approve collaborative access from your ecommerce platform so that we can troubleshoot the issue quickly
- Mark Recharge as a safe sender to prevent follow-up responses from ending up in a Spam folder
- Submit your request using a business email address that does not receive a lot of marketing or general content. This prevents our team’s responses from getting lost amongst other emails
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
For a detailed breakdown of what Recharge Support can and cannot support, review the following guides:
- Scope of support for Recharge services
- Scope of support for Recharge features
- Recharge design and integration policy
- Apps and integrations compatible with Recharge
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.
