Support
Need a hand? Open a ticket from inside your store and we’ll get back to you by email. Tickets are the fastest way to reach us; they keep all the context (your store, the category, any attachments) in one thread so we don’t have to ask for it twice.
Open a ticket
Tickets live inside each store, so reach the right one first.
- Go to Dashboard > Stores > [your store].
- Open the Tickets tab from the left navigation.
- Click New ticket (top right).
- Fill in the form (subject, category, description) and click Create ticket.
You’ll be taken to the ticket page. Replies arrive there and on the email associated with your account.
You need the Tickets permission on the store to create or reply to tickets. Store owners always have it; team members need it granted explicitly. See Team Management.
What to include
A ticket needs three things and any number of attachments.
Subject
A short summary of the issue, up to 200 characters. Aim for something specific that you’d recognise in a list later.
- Better: “Stripe webhook not delivering after 2026-05-01”
- Worse: “Help”
Category
Pick the one that fits best. We use this to route the ticket to the right person.
| Category | Use it for |
|---|---|
| Billing | Plan changes, invoices, refunds, chargebacks. |
| Bug | Something is behaving wrong or breaking. |
| Feature request | A capability you wish FluxStore had. |
| Account | Login issues, 2FA, SSO, deleting your account. |
| Other | Anything that doesn’t fit the above. |
Description
The body of the ticket. Markdown is supported, so you can use code blocks, lists, and links. The field has a 10,000 character limit, which is generous; use it.
The fastest tickets to resolve are the ones with:
- What you tried. The exact action you took in the dashboard or what your customer did at checkout.
- What happened. The actual outcome, including any error messages verbatim.
- What you expected. The outcome you were going for. (Sometimes the answer is “that’s working as intended” and this saves a back-and-forth.)
- Where it happened. A package ID, an order ID, a customer’s username, the time it happened, or the storefront URL.
Attachments
Drag screenshots, log files, or anything else relevant into the attachments area. They upload as part of the ticket and stay scoped to that thread.
Don’t paste API keys, payment credentials, or any other secret into a ticket. If we need credentials to investigate, we’ll ask you to rotate them and share via a one-time secure link.
After you submit
The ticket page is the source of truth from this point. Each ticket moves through five statuses:
| Status | What it means |
|---|---|
| Awaiting support | We have it. Default state for a new ticket. |
| Awaiting customer | We’ve replied and need something from you to keep going. |
| Open | Active conversation, no specific party blocked. |
| Resolved | We’ve answered. Reopen by replying if it’s not actually fixed. |
| Closed | The ticket is fully done and archived. |
Replies notify the email on your account. Reply on the ticket page (preferred) or by email; both land in the same thread.
How fast we respond
We aim to respond as fast as possible to every ticket, regardless of plan. We don’t publish guaranteed response times; we just answer in the order tickets come in and prioritise anything that’s blocking your store from operating.
Email fallback
If you can’t reach the dashboard for whatever reason (e.g., your account is locked, the dashboard is down), email us directly:
Email tickets are slightly slower because we have to look up your store manually, so prefer the dashboard path when it’s available.
Before you open a ticket
A few questions answer themselves with a quick look:
- Server not receiving commands? Walk through Plugin Troubleshooting first; it covers the common causes (plugin not connected, wrong server token, command targeting the wrong server).
- Customer didn’t get their package? Check the order in Dashboard > Orders. The order log shows whether the command fired, and you can resend it from there.
- Stripe or PayPal not connecting? Stripe Setup and PayPal Setup cover the OAuth flow end to end.
- Looking for a specific feature? The Features index lists everything in the platform with deep-links to the docs.
If none of those apply, open a ticket and we’ll take it from there.