Get help and support
Open a support case from your dashboard, set its urgency, and track replies in one place.
When something's wrong with your store and the help center doesn't have the answer, open a support case. Cases live in your dashboard, so the whole conversation stays attached to your store instead of scattered across email threads.
Open a case
- Open Support in your dashboard.
- Choose New case.
- Describe what's happening and set how urgent it is.
Your sidebar shows a count when there's a reply waiting, so you don't have to keep checking.
Severity
Pick the level that honestly matches the impact — it's what decides the order things get looked at.
| Severity | Use it for |
|---|---|
| Critical | Your store is down or nobody can pay |
| High | A core feature is broken and it's costing you sales |
| Normal | Something isn't working right, but you can still trade |
| Low | A question, a small annoyance, or a suggestion |
Tip: Mark things accurately. Flagging everything Critical doesn't make anything faster — it just makes the genuinely urgent case harder to spot.
Case statuses
| Status | What it means |
|---|---|
| Open | Waiting on us |
| Answered | We've replied and it's back with you |
| Closed | Resolved |
Write a case that gets fixed fast
The difference between a quick fix and three rounds of questions is usually the first message:
- What you expected and what actually happened
- Where — the page, the order number, the product
- When it started, and whether it's every time or sometimes
- What you changed just before it began
- Any error message, word for word
Try these first
Many questions have a faster answer than a support case:
- Something failed silently — check Spot and fix store issues.
- A feature is missing — it may just be off, see Modules.
- A how-do-I question — ask the AI Assistant in your dashboard.
- Billing and plans — see Manage your plan & billing.
FAQ
Is this the same as my store's Inbox?
No. Support cases go to the YNS team. Your Inbox is for messages from your own customers.
Where do replies arrive?
In the case itself, with an unread count in your sidebar so you notice.
Can my teammates see my cases?
Cases belong to your store, so the people you've invited to it can work them alongside you — see Invite team members.
My store is down right now.
Open a Critical case and say plainly that the store is unreachable, including the domain and when it started.
What's next
- Check for silent failures in Spot and fix store issues.
- Add teammates who can help in Invite team members.
- Get answers instantly from the AI Assistant.