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How to Submit a Support Ticket Request

Overview

When you cannot find an answer to your question in our knowledge base, or if you need additional information or assistance, FastSpring's dedicated Customer Support team is here to help you.

Overview

When you cannot find an answer to your question in our knowledge base, or if you need additional information or assistance, FastSpring's dedicated Customer Support team is here to help you. There are several ways to contact Support, and in some cases, the best way to contact us depends on the type of help you need.

 

Directing Your Customers to FastSpring Support

If your customers need help from FastSpring with questions about previous successful or declined orders, questions about sales tax or VAT, or other transaction-related questions, please have them contact us via https://questionacharge.com.  We have a dedicated group of agents who monitor messages coming in via that form, and specialize in helping consumers with their order-related support needs.

Contacting FastSpring Support Via the Support Tools

For help related to your account, stores, reporting, or technical issues, the best way to get support is to submit a ticket directly via our support tools, where you can also view your past tickets and see the history of comments, attached files, etc..  There are two ways you can do this:

If you're using a Contextual Commerce Store and logging on to Dashboard (https://dashboard.fastspring.com):

 Check out our guided walk-through

If you are able to log on to Dashboard, you can click here for help creating a support ticket.

Click the question mark icon at the lower right-hand corner of almost any page, and then select Contact Support.

User-added image...and then...User-added image

The FastSpring Seller Support Portal will open in a new browser tab.  Click Log In | Register at the top right-hand corner of the page.

Note:  If you are already logged in from a previous session, the profile icon will appear in place of the Log In | Register button.


On the log in page, enter your email address and your password for the Seller Support Portal.


Note:  If you do not remember your password, you can use the Forgot your password? link to reset it and trigger an email message to your address with a link to create a new password.

After logging in, the Home page of the portal will display a form you can use to submit a support case. Fill in the Subject and Description. Please be as detailed as possible. You can optionally select the Product to indicate whether your request or issue is related to Classic Commerce or Contextual Commerce, and you can upload one or more attachments via the Add Attachment button.


 

You can also use the Cases tab at the to of the portal and then select Open Cases or Closed Cases to see other current and past cases that you or other members of your company have submitted.

 

If you're using a Classic Commerce Store and logging on to Springboard (https://springboard.fastspring.com):

Please see https://support.fastspring.com/hc/en-us/articles/207436646-How-to-Submit-a-Support-Ticket-Request for help submitting a support ticket via the Springboard.

E-mailing FastSpring Support

Another way to contact us for help related to your account, stores, reporting, or technical issues is to email support@fastspring.com.  This may be ideal if, for some reason, you are unable to log on to the Seller Support Portal. Messages sent to support@fastspring.com go into the exact same support queue as tickets submitted via the support tool described above.  In some cases, we may not able to respond to email messages as quickly or efficiently as we would for tickets submitted via the support tools, but we strive to answer all tickets in the order in which they were originally received, regardless of how each ticket was originally created.

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