Submitting a support ticket
Recharge offers live chat and email support as part of the standard support offering. Video callback support is available to merchants on the Custom Pricing plan. This guide provides an overview for accessing email, live chat, and video callback support.
Access support features
Login to the Recharge support contact page to get assistance directly from the Recharge support team.
- Visit the Recharge support contact page.
-
Enter your store's .myshopify.com or .mybigcommerce.com URL (ie. storename.myshopify.com) or your customer domain (ie. storename.com).
- If you are not sure or haven't registered with Recharge yet, click Proceed as guest.
- If you are a Recharge Agency Partner, please enter the store URL for the merchant you are working with.
- Select the desired option to get in touch with support. Note that support options are determined by which plan you are on.
Create a support ticket
The most popular method to contact the Recharge support team is through the Email ticket option, which starts an email interaction with a member of the team.
Step 1 - Select email ticket
Select Email ticket from the support channels to open the contact form for Recharge support.
Step 2 - Select ticket form
Under What can we help you with? select the reason for your inquiry.
Reason
Form |
Description |
| Using Recharge: Managing your installation | Questions or troubleshooting assistance related to setting up your store, store settings, features, and more. |
| About Recharge: How it works, policies, and company inquiries | Questions related to general Recharge functionality, pricing plans, and other company inquiries. |
| Billing & account questions | Questions related to your Recharge account and billing. |
| API, integrations & advanced customizations | Questions and troubleshooting related to using the API, API access, third-party integrations, and customizing Recharge. |
| Migration requests | Questions related to moving to the Recharge platform from another subscription platform. |
| Analytics | Questions and troubleshooting related to the Recharge Analytics suite and other data information. |
| Other | Other inquiries that are unrelated to the categories listed above. |
Step 3 - Set the product component
You must submit support request submissions with a selected product component to ensure that the request is routed to the appropriate team. Setting an appropriate product component when submitting your requests also provides data that is used for product improvements.
Under Product component, select the product component that you feel most applies to the primary reason for your inquiry.
Component option |
Definition |
| Account and billing | Requests related to billing or changing plans. For example, questions about your invoice or Recharge Pro features. |
| Analytics | Requests pertaining to the Recharge Analytics suite, whether it's regarding Basic or Pro Analytics. |
| API | Requests or issues relating to the use of the Recharge API. |
| App Integration | Requests relating to any third-party app you use with Recharge. For example, questions about Klaviyo, Smile.io, or an unsupported app you'd like to work with. |
| Bulk updates | Requests related to updating subscriptions in bulk, or using the Bulk Action tool. |
| Charge processing | Requests related to subscription charges processed after the initial checkout charge. For example, pausing all charge processing, troubleshooting charge errors, or adjusting your payment processor. |
| Checkout | Requests or issues involving the checkout or checkout settings. |
| Customer and subscription maintenance | Requests related to troubleshooting a customer's portal access, sending and receiving notifications, other customer-related features, and for customers of a store owner contacting Recharge. |
| Customer portal | Requests related specifically to the customer portal. |
| Migrations | Requests related to migrating on to, or off of, the Recharge platform. |
| Recharge apps | Requests relating to any Recharge-built app or feature. This is used if you are asking about Bundles, Workflows by Recharge, or another Recharge-built tool. |
| Recharge dashboard | Requests related to the majority of sections in the merchant portal and settings. |
| Widget | Requests dealing with the Recharge widget code used to display the subscription options. |
Step 4 - Enter your contact and ticket information
Once the components are set you can fill in the ticket form with your contact information and a detailed description of the issue or question you are looking for assistance with.
Provide specific examples where the issue is occurring and attach screenshots or videos for the best support experience.
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
Step 5 - Select your priority level
Recharge Support uses a triage model of issue resolution. Issues are responded to in order of priority and then in the order they were submitted. For example, reports of service outages will take priority over less critical issues such as widget configuration requests or bulk updates.
In the Priority section, select the priority level that best matches your ticket request. Recharge reserves the right to reassess priority for issues raised.
Priority Level |
Definition |
|
Urgent |
Business critical: Recharge is completely down or system-critical functions are inaccessible to users. |
|
High |
Major issue: A major component of the store’s ability to operate is affected. Some aspects of the business can continue but it's a major problem. |
|
Normal |
Degraded service: There is a moderate loss or degradation of services, but work can reasonably continue in an impaired manner. |
|
Low |
General issues: Non-critical issues or general questions about the application. |
Issue examples
Examples of business critical issues
- App or checkout outages
- Inability to process checkout or recurring charge orders
- API failures resulting in sales loss
- Customer account issues impacting the majority of customers
- Severe data loss or data corruption caused by a product malfunction
Examples of general issues
- General questions about the app
- Bulk update requests
- Widget installation on a new theme
- Data deletion requests
- Issues related to setting configuration
- Issues related to setting functionality that is not impeding the processing of orders
- Workflows configured but not working as intended
Chat with the Recharge support team
Support availability for chat is offered Monday to Friday from 6:00 AM to 5:00 PM PST, excluding holidays. Chat sessions are used primarily for context gathering, with resolutions provided in follow-up emails. Depending on the complexity, a Recharge Support agent may move the conversation to email to continue further investigation and to bring in other resources.
Step 1 - Select chat
Select Start a chat from the Support channels to open the contact form for Recharge support.
Step 2 - Set the product component
You must submit support request submissions with a selected product component to ensure that the request is routed to the appropriate team. Setting an appropriate product component when submitting your requests also provides data that is used for product improvements.
Under Product component, select the product component that you feel most applies to the primary reason for your inquiry.
Component option |
Definition |
| Account and billing | Requests related to billing or changing plans. For example, questions about your invoice or Recharge Pro features. |
| Analytics | Requests pertaining to the Recharge Analytics suite, whether it's regarding Basic or Pro Analytics. |
| API | Requests or issues relating to the use of the Recharge API. |
| App Integration | Requests relating to any third-party app you use with Recharge. For example, questions about Klaviyo, Smile.io, or an unsupported app you'd like to work with. |
| Bulk updates | Requests related to updating subscriptions in bulk, or using the Bulk Action tool. |
| Charge processing | Requests related to subscription charges processed after the initial checkout charge. For example, pausing all charge processing, troubleshooting charge errors, or adjusting your payment processor. |
| Checkout | Requests or issues involving the checkout or checkout settings. |
| Customer and subscription maintenance | Requests related to troubleshooting a customer's portal access, sending and receiving notifications, other customer-related features, and for customers of a store owner contacting Recharge. |
| Customer portal | Requests related specifically to the customer portal. |
| Migrations | Requests related to migrating on to, or off of, the Recharge platform. |
| Recharge apps | Requests relating to any Recharge-built app or feature. This is used if you are asking about Bundles, Workflows by Recharge, or another Recharge-built tool. |
| Recharge dashboard | Requests related to the majority of sections in the merchant portal and settings. |
| Widget | Requests dealing with the Recharge widget code used to display the subscription options. |
Step 3 - Fill in the ticket form
Once the component is set you can fill in the form with your contact information and a detailed description of the issue or question you are looking for assistance with.
Click Start chat to enter the chat queue and be assigned to an agent.
Schedule a video callback
Merchants on the Custom Pricing plan have the option of communicating with the support team through a video call. Use the form on the support contact page to schedule a callback request.
Step 1 - Select video callback
Select Video callback request from the Support channels to open the contact form for Recharge support.
Step 2 - Product form
The Recharge system automatically sets the product form for these requests as Callback request. Do not update this.
Step 3 - Set the product component
You must submit support request submissions with a selected product component to ensure that the request is routed to the appropriate team. Setting an appropriate product component when submitting your requests also provides data that is used for product improvements.
Under Product component, select the product component that you feel most applies to the primary reason for your inquiry.
Component option |
Definition |
| Account and billing | Requests related to billing or changing plans. For example, questions about your invoice or Recharge Pro features. |
| Analytics | Requests pertaining to the Recharge Analytics suite, whether it's regarding Basic or Pro Analytics. |
| API | Requests or issues relating to the use of the Recharge API. |
| App Integration | Requests relating to any third-party app you use with Recharge. For example, questions about Klaviyo, Smile.io, or an unsupported app you'd like to work with. |
| Bulk updates | Requests related to updating subscriptions in bulk, or using the Bulk Action tool. |
| Charge processing | Requests related to subscription charges processed after the initial checkout charge. For example, pausing all charge processing, troubleshooting charge errors, or adjusting your payment processor. |
| Checkout | Requests or issues involving the checkout or checkout settings. |
| Customer and subscription maintenance | Requests related to troubleshooting a customer's portal access, sending and receiving notifications, other customer-related features, and for customers of a store owner contacting Recharge. |
| Customer portal | Requests related specifically to the customer portal. |
| Migrations | Requests related to migrating on to, or off of, the Recharge platform. |
| Recharge apps | Requests relating to any Recharge-built app or feature. This is used if you are asking about Bundles, Workflows by Recharge, or another Recharge-built tool. |
| Recharge dashboard | Requests related to the majority of sections in the merchant portal and settings. |
| Widget | Requests dealing with the Recharge widget code used to display the subscription options. |
Step 4 - Enter your contact information
Once the component is set you can fill in the form with:
- Your contact information
- A detailed description of the issue or question you are looking for assistance with
- Three 30-minute time slots and the date you would like to be contacted. A support team member will reach out to confirm your time slot and send you relevant call details, including a phone number and access link.
- Attach any relevant documents that will assist in the call and resolving your issue.
Step 5 - Submit
Click Submit to send the request to Recharge Support.
