Learn what to do if there is an emergency problem with your account outside of normal office hours.
Uh-oh! If you’re reading this article it means I am dead. Or far more likely, you’ve encountered a major problem and we’re not responding on live chat.
First of all: Don’t panic. We’ve trained for this. We’re here. Always.
To reach our emergency customer support you need to send us a message with the following structure;
If your issue is an emergency, such as:
You can’t access Cloud Commerce Pro – Like, at all
Cloud Commerce Pro is completely unresponsive
You have 10 or more missing orders that were placed on the channel over 2 hours ago
You are unable to print 10 or more orders
Firstly check out these articles which may assist your issue:
Troubleshooting – Missing Orders
If you are unable to resolve your query then send us the following message through chat system:
“I have an emergency issue”
If you’re unable to access live chat, email the same message to email@example.com
This will activate our dormant robot slaves who will alert the nearest Customer Support staff member to stop what they’re doing and check this out for you. We may need some time to get our machines up and running to assist you but rest assured, if you send us the above message, you have been heard and will be responded to as-soon-as-possible.
If you have an emergency issue that does not fit the criteria above, send us a message anyway. We’ll look into it as soon as we can, but do please bear in mind that an emergency issue means someone is literally cancelling their dinner plans or jumping out of bed to investigate. We thank you in advance for being considerate when deciding if an issue is an emergency or not!
Our office hours are Monday – Friday, 8:00-17:30.
How to aid us in getting a quicker resolution
If your issue is relating to an order, please include the Order ID in your support query.
If your issue is relating to stock control, please include the SKU(s) for an example for us to look at.
This will enable us to start investigating your issue straight away and get back to you with a resolution quicker – The more information you can give us, the less we need to come back and ask for.