If you have a question or experience an issue while using ShipStation there are several ways to get the help you need. For fast answers about all things ShipStation try ShipStation AI, or if you are encountering an issue you can contact our support team.
Our online help center includes product and feature guides, integration guides, and troubleshooting guides so you can learn how to use features or resolve common issues right away.
Search for individual words, phrases, or questions, or browse articles based on the task you need to accomplish or which feature you wish to use.
You can also check out our online Community to interact with and learn from other ShipStation users. Exchange tips, tricks, workflows, and best practices. Members of our support team monitor the community for any issue that needs to be addressed directly by support, in which case they’ll convert your post to a support ticket and contact you directly.
Everyone can view community posts. You must be logged in to post and comment.
When you click on the Ask ShipStation button in your account, you'll be greeted by our artificial intelligence-powered assistant. By starting a chat with our artificial intelligence-powered assistant, you agree to the automated processing of your personal data.
Ask a question or describe your issue in a complete sentence and Ask ShipStation will provide step-by-step guidance for specific tasks and share relevant help articles. Ask ShipStation can also help you with certain actions in your account like building automation rules, HTML for packing slips, and bulk updating orders.
For example if you need help building an automation rule you can provide all the details in your message to the virtual assistant and you will see a 'Take me there' link in your chat. Click the link to open the Automation Rules page in your account and have the virtual assistant generate a new rule based on your input.
If you still need help, just type "talk to agent" and the virtual assistant will connect you to one of our support agents. It may ask you a few more questions just to make sure you get connected to the right person.
Contact our support team when you experience an issue while using ShipStation, or are unable to create labels.
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Phone |
Phone support availability will vary based on country and plan type. 🇺🇸 🇨🇦 For US and Canada-based accounts:
🇬🇧 🇫🇷 🇩🇪 For UK, France, and Germany-based accounts:
🇦🇺 🇳🇿 For Australia and New Zealand-based accounts:
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Chat |
Click the Ask ShipStation button to access our 24/7 virtual assistant. If you need to speak with a support agent just type "talk to agent" and the virtual assistant will connect you as soon as possible. If an agent is not available or the chat window is closed a followup email will be sent to the address associated with your account. This is a new feature that must be activated in your account. If you do not see the Ask ShipStation button you can enable it by going to Also, you can access the chat from your account at any time by clicking the Get Help icon |
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Submit a ticket by filling out our online support form. One of our agents will respond via email shortly. The support request web form is always available, whether you are logged into the help center or not. When contacting support via email, include as much information about the question or issue as possible. This helps our agents to fully understand what you need, accurately answer your question, and resolve your issue with their first response. Examples of what you might include in your request: |
Our support team uses a screen share tool called Splashtop SOS to troubleshoot specific issues like CSV upload or printer errors. This tool allows our agent's remote access to view the issue as you see it on your computer.
To use Spashtop to share your screen with our team:
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Open Splashtop SOS. Depending on your browser settings, the file will download immediately or prompt you to download.
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Open the file once downloaded to run the installer.
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Double-click the icon in the pop-up window to start the support session.
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Update your permission if prompted and allow Splashtop to reboot.
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Send the 9-digit code to the support agent.
This lets them see your screen (for this session only), reproduce the issue, and check local settings.
Once the screen share has been completed, you can remove the Splashtop application from your device.
If you leave Splashtop installed, you can run the application for future support interactions. There is no need to redownload the installer.