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 in-app support including email, live chat, and video callback support.
Access support features
In-app support is accessible by clicking Chat support on the left panel. 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.
Step 1 - Choose your method of support
When prompted by the assistant, select Live Chat or Email (depending on business hours) by submitting the corresponding number.
Step 2 - Describe the issue in detail
Our AI assistant can often help resolve smaller issues quickly, so try asking it first. If you do need to speak with a person, you'll smoothly transition to one if needed. When prompted, provide a clear and detailed description of your issue. This will reduce back and forth and allow us to assist you faster.
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
Step 2 - Select your priority level
Often, based on your description, we’ll automatically assign a priority level for you. If we’re not sure, we’ll ask. Select the priority level that best matches your issue.
Provide specific examples where the issue is occurring including any links to example customers, screenshots or videos for the best support experience.
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
View or update a submitted support ticket
Our AI assistant can help check on the status of a support ticket you have submitted or add additional information to an open ticket. When prompted by the AI assistant, you can ask to see a list of your open tickets or provide a specific ticket number.
Schedule a video callback
Merchants on the Custom Pricing plan can communicate with the support team via video call. Our virtual assistant will walk you through the steps to setting up a video callback with our team.
To request a video callback:
- Ask to speak with the support team.
- When prompted, provide a clear and detailed description of the issue you're facing. Also, include three dates and times that work for you.
- Our virtual assistant will confirm if there's anything else you'd like to add before submitting the request.
A ticket will be created and routed to our team. You’ll receive a response based on your plan’s service agreement.
