Open a support ticket
- 1
Open Help & support for the selected store.
Use store support when the issue belongs to one store; use account-level support when no store can be selected.
- 2
Choose New ticket.
Review the self-service checks shown before the form.
- 3
Choose the closest category.
Use Billing / subscription, payment confirmation, suspended store, domain / DNS, image upload, products, orders, theme builder, account/login, bug report, or another available category.
- 4
Write a specific subject and description.
State the expected result, actual result, last successful action, and whether the issue is repeatable.
- 5
Attach only safe evidence.
Redact customer data, payment credentials, OTPs, passwords, tokens, and private URLs.
- 6
Follow the ticket thread.
Statuses include Open, In progress, Waiting for you, Waiting for Vacto, Resolved, and Closed.
Choose the support route
- Billing support: subscription, invoice, plan change, add-on, or entitlement did not apply.
- Payment support: top-up/order payment remains pending or a verified debit did not reach the intended balance/order/invoice.
- Technical support: reproducible page, upload, theme, storefront, or mobile layout problem.
- Custom-theme support: eligibility, payment review, reference intake, request status, or delivered theme association.
- Domain support: acquisition request, entitlement, DNS, verification, activation, or primary-domain state.
- Account support: sign-in or recovery when the normal password/OTP/Google flow cannot restore access.
Before you contact support
- Copy the store slug, order reference, invoice reference, or request reference shown on the page.
- Describe what you expected, what happened, and the last safe step you completed.
- Attach a screenshot only after hiding customer names, phone numbers, addresses, payment references, and other private data.
- Never send a password, OTP, session link, or full payment-card details.