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Why is there no chat widget?

  • Mar 1, 2023 5:26 PM UTC
  • 10 replies
  • 0 views
info301

I've gone thru the directions listed here: https://help.shipstation.com/hc/en-us/articles/360025853032-Contact-ShipStation-Support and cannot find the mentioned "chat widget" anywhere on the page, after trying multiple browsers. It should be easier to find. I keep having to resort to email, which takes a really long time to get a response.

What am I missing? I look at the bottom right hand corner of the page after going to "Get Help" and all I see is a green upward pointing arrow that just takes me to the top of the page.

      10 replies

      Moderator-Davis

      Hey there @info301, 

       

      I am happy to help locate that chat widget! 

       

      From what you are describing, it sounds like you may be on the help articles but not signed in on that page just yet. 

       

      Up at the top of the page, make sure that it lists your name/username for the account you are working in. If you're not yet, it will say "Sign In" in green. Once you are signed into your active ShipStation profile there, you can click into any of our wonderful knowledge base articles and you'll see that Chat Icon mentioned in the article populate in the bottom right corner.

       

      I just doubled checked this one mine, and I did have to sign in separately but then it populated as intended.

       

      I hope this helps! 

      From Moderator Davis, May the force be with you!
      info301
      • info301
      • Author
      • Employee
      • Mar 1, 2023 6:19 PM UTC

      Thanks but I am signed in and my name appears on the page. I'm using Firefox but also tried Edge as browsers and neither worked. I suppose I should try Chrome - but I really dislike using it.

       

      My chat isn't working either

        same issue over here

        • DGB
        • Jul 10, 2023 6:45 PM UTC

        Been having this issue for years now.

        Same problem here and I tried Chrome.  No Chat widget.  I'm trying to restart my subscription but I can't do that and I can't get any support.  Please don't make me go back to shippo.

        I am using Chrome and still cannot find a chat widget. I can't renew my account so can't access any sort of help. I did email the support email but would love to find some assistance. In case someone does look at this, this is the error code I get when trying to renew my account.

        • MikeATX
        • Oct 30, 2023 4:34 PM UTC

        I've never seen the chat widget in the years I've been subscribed. I use Chrome and Firefox - no difference.

        cy20_2
        • cy20_2
        • Employee
        • Oct 30, 2023 7:12 PM UTC

        The chat widget is only available to me when I select United States (English), but I'm actually in Canada.

         

        I have never found the chat widget either. And the email support is so slow, I miss their responses

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