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 us via in-app support 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 in-app and video callback support.
In-app support
In-app support is available 24/7, providing all Recharge users with instant access to helpful resources, including FAQs, troubleshooting guides, and product information through our virtual assistant. For instances requiring personalized support, our committed agents are ready to help. You can connect with a live agent from 6 AM to 6 PM PST, Monday through Friday (excluding observed US holidays). Additionally, you can email our support team anytime for assistance through the in-app support window.
To access in-app support:
- From the Recharge Merchant Portal, click the Information menu icon in the top right. If you are using the new navigation UI, click Help in the left-hand corner.
- Select Get help.
- Try accessing Recharge from a different browser
- Open the Recharge app in Incognito mode. This will turn off extensions or add-ons that may affect Recharge.
- Clear your cache
In-app 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 via email.
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. Select Pro and Custom pricing merchants in the UK may access chat during UK Business hours. If this is something that interests you, please connect with a Sales rep using the Talk to Sales button on our pricing page.
To access the video callback option, reach out via in-app support.
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
Feature |
Standard |
Custom Pricing Plan |
|
Knowledge Base access |
Yes |
Yes |
|
In-app support |
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 |
Tips for contacting Recharge
To get the best help through our in-app support, follow these guidelines:
When using the virtual assistant
- Ask clear questions: Start with straightforward questions. The clearer your question, the better the assistant can find the right answer.
- Use key terms: Mention the main words related to your issue. This helps the assistant quickly understand what you need help with.
- Follow the given options: The assistant will give you prompts or choices. Respond to these directly to guide you to the best solution.
- Keep it relevant: When asked for details, just give the information that's needed. This keeps the conversation focused and efficient.
- Try again if needed: If the assistant doesn’t get your question right away, rephrase it or start with a new question. A different wording might work better.
When working with a live agent
- Provide browser/device info: Report this information if you've encountered an error or bug.
- Provide error details: Include any visible error messages and relevant screenshots or videos to help our agents diagnose.
- Share order information: Provide specific subscription or order details, such as customer names or email addresses
- Describe expected behavior: Describe what you expected to happen versus what is happening, and steps to replicate the issue.
- Let us know of changes: Inform us about any recent theme or code modifications.
- Provide support access: Enable collaborative access for troubleshooting and add Recharge to your email's safe sender list.
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.
