Recharge values every one of our Partners actively working to build fantastic subscription experiences for merchants around the world. As a Partner with Recharge, you have access to dedicated support and communication channels unavailable to merchants. These channels are provided as a value-added service for the benefit of you as a Partner.

Partner support overview

All Partners get access to a partner-exclusive priority email queue to receive technical support.

Premier and Select partners have access to additional channels for communicating with the Recharge team. For details see Recharge Agency Partner Program Benefits.

Finally, there are public Slack channels for both the Recharge API and Theme Engine that your team may also opt in to. Ask your Partner Manager to access those channels.

Support access

For all Partners, the support portal is the fastest channel for a response from the Recharge support team. You can access in-app support by clicking the Information menu icon and selecting Get help.

Primary purpose of in-app support

The support portal serves as the primary support channel for all Partners working with Recharge. In order to provide the best service to all Partners, the support portal is reserved for support issues related to pre- or post-launch merchants and bug reporting related to stores actively managed by a partner.

What this channel is not

The support portal is not intended to initiate business development or lead-related questions. You are encouraged to ask all business development questions via your shared Partners Slack channel, directly emailing your Partner Manager, or on your regularly scheduled calls with your Partner Manager.

Partners Slack

For select Managed Partners, Recharge provides a dedicated Slack channel that serves as a direct connection between the Partner Slack workspace and the Recharge Agency Partners workspace.

Primary purpose of the Partners Slack channel

This channel serves as the primary place to reach out for questions not related to a client. The aim of this channel is to provide a sounding board for Partners to ask questions about potential new projects or ideas they have. This is a great place to discuss leads you send to Recharge or leads we send to you.

Please keep discussions in Slack to the shared channel whenever possible and avoid DMs unless essential, this allows the wider team to respond in the event your PM is unavailable.

What this channel is not

The Partners Slack channel is not a place to discuss or debug support-related issues. All support-related communications will happen within the Partner Support email thread.

These messages should be directed to your assigned Partner Manager. Do not @mention individual Recharge team members to get quicker attention.

Message pinned to each Recharge Agency Partner Slack channel as of March 6, 2020

At Recharge we are continually evolving the communication offerings to our valued Partners. Slack remains a highly engaging channel for many Partners and these shared Partner channels have boomed in popularity. To keep pace with demand for support and communications across all channels we are implementing rules of engagement for all communication channels, not just Slack, that take effect immediately.

You can read this document for more about the broader updates.

Rules of engagement for shared Slack channels

What it is

• These channels serve as the primary place to reach out for questions not related to a client
• The aim of these channels is to provide a sounding board for Partners to ask questions about potential new projects or ideas
• This is a great place to discuss mutual deal flow

What it is not

• The Partners Slack channels are not a place to discuss or debug support-related issues
• All support related communications will happen via partnersupport@rechargepayments.com

Regularly scheduled calls with your assigned Partner Manager

One of the greatest aspects of the Recharge Agency Partner program is the one-to-one calls you get to have with your Partner Manager on a regular basis. These calls are typically freeform, but generally follow the topics of general updates from you the Partner, general updates from Recharge, discussion of mutual deal flow, in-depth discussions around scoping or implementation questions, and planning co-marketing initiatives.

Primary purpose of this channel

The purpose of these regularly scheduled calls is to give you and your team a one-to-one real-time sounding board for topics of all kinds related to your client or team questions, concerns, or opportunities.

What this channel is not

This call is not meant to replace Partner Support for support-related questions. You may bring these emails up during the call and they will be addressed, but your first primary point of contact on anything support-related is Partner Support.

Direct email access to your Partner Manager

Like calls with your Partner Manager, direct email access is a value-added privilege that serves as a supplement to the other channels provided to all Recharge Agency Partners.

Primary purpose of this channel

This channel is the way to communicate directly with your Partner Manager between your regularly scheduled calls. Email is a powerful tool for introducing new leads from both parties and following up on action items from calls.

What this channel is not

This channel is not meant to replace the support portal or your regularly scheduled calls. All support questions should first be submitted to Partner Support. It is generally acceptable to CC your Partner Manager on emails to Partner Support, but please confirm with your Partner Manager their preference.

Developer resources

Additionally, Recharge maintains various support resources for developers.

Access the API Reference to view the Recharge API specification. 

To view guides and tutorials for using our APIs, visit the Developer Docs.