Submitting a support ticket
Recharge offers live chat and email support as part of our standard support offering. Scheduled phone support is available to merchants on the Pro and Enterprise plans. This guide provides an overview for accessing email, live chat, and phone support.
Access support features
- 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.
- You will see the support channel options matching your support plan. Select the desired option to get in touch with support.
Create a support ticket
If you select Email ticket, you will be prompted to complete the form to provide more information.
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.
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 your Recharge Analytics suite and other data information. |
| Other | Other inquiries unrelated to the specified categories. |
Step 3 - Set the product component
Support request submissions must be submitted 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 options
Account and billing - This component is used for any request related to billing or changing plans. For example, questions about your invoice or Recharge Pro features.
Analytics - The Analytics component is used when tickets pertain to our Analytics feature, whether it's regarding Basic or Enhanced (Pro) Analytics.
API - Inquiries or issues relating to the use of the Recharge API.
App Integration - This component is used for tickets 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 - This component is specifically used when you need to update your subscriptions in bulk or use the Bulk Action tool.
Charge processing - This component is used for any inquiries related to subscription charges processed after the initial checkout charge. If the request is about a subscription charge, then it would fall under this component. For example, pausing all charge processing, troubleshooting charge errors, or adjusting your payment processor.
Checkout - This component is used for requests or issues involving the checkout or checkout settings.
Customer and subscription maintenance - This component is used for 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 - This component is used for any requests related specifically to the customer portal.
Migrations - This component is used to solve tickets relating to any Recharge-built app or feature. This is used if you are asking about Bundles, Workflows, or another Recharge-built tool.
Recharge dashboard - This component is used when a request is related to the majority of sections in the merchant portal and settings.
Widget - This component is used whenever you are 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 video for the best support experience.
Step 5 - Select your priority level
Recharge Support adopts a triage model of issue resoultion. 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 determine priority for any and all 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: Where 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 |
Examples of critical and non-critical issues
Examples of 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
Open a Support triage chat
Support availability for chat is offered Monday to Friday from 6:00AM to 5:00 PM PST. Please note that chats are primarily for context gathering, with resolutions provided in follow-up emails.
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
Support request submissions must be submitted 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 options
Account and billing - This component is used for any request related to billing or changing plans. For example, questions about your invoice or Recharge Pro features.
Analytics - The Analytics component is used when tickets pertain to our Analytics feature, whether it's regarding Basic or Enhanced (Pro) Analytics.
API - Inquiries or issues relating to the use of the Recharge API.
App Integration - This component is used for tickets 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 - This component is specifically used when you need to update your subscriptions in bulk or use the Bulk Action tool.
Charge processing - This component is used for any inquiries related to subscription charges processed after the initial checkout charge. If the request is about a subscription charge, then it would fall under this component. For example, pausing all charge processing, troubleshooting charge errors, or adjusting your payment processor.
Checkout - This component is used for requests or issues involving the checkout or checkout settings.
Customer and subscription maintenance - This component is used for 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 - This component is used for any requests related specifically to the customer portal.
Migrations - This component is used to solve tickets relating to any Recharge-built app or feature. This is used if you are asking about Bundles, Workflows, or another Recharge-built tool.
Recharge dashboard - This component is used when a request is related to the majority of sections in the merchant portal and settings.
Widget - This component is used whenever you are 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 call
If you are on the Pro or Enterprise plans, you will be presented with a form to help schedule your call request.
Step 1 - Select phone
Select Schedule a call from the Support channels to open the contact form for Recharge support.
Step 2 - Product form
For calls the product form automatically sets as Phone request. This should not be changed.
Step 3 - Set the product component
Support request submissions must be submitted 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 options
Account and billing - This component is used for any request related to billing or changing plans. For example, questions about your invoice or Recharge Pro features.
Analytics - The Analytics component is used when tickets pertain to our Analytics feature, whether it's regarding Basic or Enhanced (Pro) Analytics.
API - Inquiries or issues relating to the use of the Recharge API.
App Integration - This component is used for tickets 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 - This component is specifically used when you need to update your subscriptions in bulk or use the Bulk Action tool.
Charge processing - This component is used for any inquiries related to subscription charges processed after the initial checkout charge. If the request is about a subscription charge, then it would fall under this component. For example, pausing all charge processing, troubleshooting charge errors, or adjusting your payment processor.
Checkout - This component is used for requests or issues involving the checkout or checkout settings.
Customer and subscription maintenance - This component is used for 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 - This component is used for any requests related specifically to the customer portal.
Migrations - This component is used to solve tickets relating to any Recharge-built app or feature. This is used if you are asking about Bundles, Workflows, or another Recharge-built tool.
Recharge dashboard - This component is used when a request is related to the majority of sections in the merchant portal and settings.
Widget - This component is used whenever you are 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.
