Hi..
I'm having trouble getting through to support, via LIVE CHAT and EMAIL.
At my current tier, it should include all the support functions except PHONE Support, but the support options that should be available, are not.
In a previous LIVECHAT, support diverted my issues to a technical team, and we confirmed that support is 24/7. At this point, it have been 4 days, so pulling my hair out now.
Anyone one else experiencing similar issues? or Recommendations to find support ?
Best answer by Manager-Erin
Hello @OTC_Eddie and @Chappy,
Thank you both for being a part of our community, we are so happy to have you here with us.
I know that this was posted last week but I wanted to add some additional information that I was able to gather when we shared your posts with leadership. The chat should have been on during this time and functioning, so we apologize for any frustration or difficulty this may have caused.
Additionally, we wanted to let you and the community know that we have heard your feedback about support needs and we are actively working to provide a better experience for all users. We are scaling up our support team to meet the tremendous growth that we have been seeing recently. Also, we are planning to open up opening up synchronous support to all plan levels.
While we do not have an exact ETA for these changes, we will make sure that we keep everyone in the loop!
-Erin: Your Friendly ShipStation Community Manager
Hi,
I have the same issue. No support for 4 days. Did you find a livechat? I am also supposed to have the chat function but I cannot find it.
Hello @OTC_Eddie and @Chappy,
Thank you both for being a part of our community, we are so happy to have you here with us.
I know that this was posted last week but I wanted to add some additional information that I was able to gather when we shared your posts with leadership. The chat should have been on during this time and functioning, so we apologize for any frustration or difficulty this may have caused.
Additionally, we wanted to let you and the community know that we have heard your feedback about support needs and we are actively working to provide a better experience for all users. We are scaling up our support team to meet the tremendous growth that we have been seeing recently. Also, we are planning to open up opening up synchronous support to all plan levels.
While we do not have an exact ETA for these changes, we will make sure that we keep everyone in the loop!
-Erin: Your Friendly ShipStation Community Manager
Seems like Shipstation just disables the Chat whenever they see fit. The link "Get the Help You Need" does NOT work. When you scroll down and click "contact us" it just reloads the same page over and over. This shipping platform is EXTREMELY buggy, quite frankly, we are looking for another shipping platform. I've had issue with combining order for MONTHS now and their solution was to "turn off the new layout" and use the old one (which does work) but the back and forth is ridiculous. Additionally, the date of customers orders do not match up from our Shopify orders to Shipstation. For example, Sandy ordered something on 5.2.23, however on Shipstation is shows up as 5.3.23. I had to file a BBB complaint to receive any response, which was weeks later. Issues still not solved and now I can't even get in contact with support.
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