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 in-app support including email, live chat, and video callback support.

Access support features

In-app support is accessible by clicking Get Help in the Information menu. This takes you to a support portal where you can find FAQs, troubleshooting guides, and contact options for more personalized help. 

You can reach support through email or live chat, but these options are available during specific business hours and after initial guidance from our virtual assistant in the app. Login to the Recharge merchant portal to get assistance directly from the Recharge support team. 

Connect with the Recharge support team 

To contact the Recharge support team, use our in-app support. Our virtual assistant is designed to quickly direct you to the most suitable assistance channel for your needs.

Complete the following in order to be directed to live chat.

Step 1 - Select your priority level

Select the priority level that best matches your issue. Recharge reserves the right to reassess priority for issues raised.

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

Step 2 - Describe the issue in detail

Once the priority level is chosen, you can fill in a detailed description of the issue or question you are looking for assistance with.

Provide specific examples where the issue is occurring including any links to example customers, screenshots or videos for the best support experience. 

Consider including...

• The browser and/or device you are using if you have encountered an error or bug
• Any error messages that are visible
• Links to 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
• Use a business email address for follow ups that does not receive a lot of marketing or general content. This prevents our team’s responses from getting lost amongst other emails

Schedule a video callback

Merchants on the Custom Pricing plan have the option of communicating with the support team through a video call. Our virtual assistant will walk you through the steps to setting up a video callback with our team.

Step 1 - Provide dates

Once prompted, provide three dates and times that could work for a video call.  

Step 2 - Provide details 

When prompted, provide a detailed description of the issue you're facing. Our virtual assistant will confirm that there is nothing else you want to add before creating the callback request.

A ticket will be created for the callback request. The inquiry will be directed to our team. You can expect a reply within your plan's policy service agreement.