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How to Submit a Support Ticket Request

Overview

This article describes how you can contact FastSpring Support for assistance.

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, 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. For example, they can help with the following:

  • questions about previous successful or declined orders
  • questions about sales tax or VAT
  • other transaction-related questions

 

Contacting FastSpring Support Via the Support Portal

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 portal. When you log in to the support portal, you can also view your past tickets and see the history of comments and any attached files. There are two ways you can do this:

In the FastSpring App, you can click the question mark icon at the lower right-hand corner of almost any page, and then select Contact Support.

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

Note: If you have already logged in during the current browser session, the profile icon appears 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 you log in, the Home page of the portal displays a menu. Scroll down, if necessary, and click Open a Support Case.



A form that you can use to submit a support case appears. 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. You can also upload one or more attachments via the Add Attachment button.

The Cases tab at the top of the portal lets you choose between Open Cases and Closed Cases to see your other current and past cases.

 

Emailing 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 method may be ideal if you are unable to log on to the Seller Support Portal. Messages sent to support@fastspring.com go into the same support queue as tickets submitted via the support portal. In some cases, we may not be able to respond to email messages as quickly or efficiently as we would for tickets submitted via the support portal. However, we strive to answer all tickets in the order in which we received them, regardless of which method you use to contact us.

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