Why is there no chat widget?

[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.

[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! 

[info301]

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.

[Moderator-Davis]

@info301 Thanks for confirming you're seeing it as signed in. 

We appreciate this feedback in regards to the browser you're using. If you find that using chrome doesn't resolve the issue, let us know. We definitely want to make sure that you can reach support when its needed.