Get help and support
Open a support case from your dashboard, describe what's wrong, and track it as our team works it.
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
You don't have to be on the Support page to ask for help:
- From Support – open Support in your dashboard and choose Ask.
- From anywhere – open the AI Assistant and choose Human. A request box slides up over the conversation, and the page you were on comes along automatically so you don't have to explain where you got stuck.
- Let the AI Assistant file it for you – if you ask the assistant to get you a person, or it can't get you unstuck itself, it opens a case on your behalf and drops a link to it right in the chat.
However you get there, describe what's happening in the box and choose Send – that's the whole form. There's no category or severity to pick; your description is read automatically to file the case under the right topic and urgency, so writing it never blocks on filling out a form first. Your sidebar shows a count when there's a reply waiting, so you don't have to keep checking.
Severity
Severity isn't something you set – it's read from your description, and it's what decides the order cases get looked at.
| Severity | Assigned when |
|---|---|
| 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: The more precisely you describe the impact – what's broken and what it's costing you – the more accurately it's graded. If a case lands at the wrong severity, say so in a reply and we'll fix it.
Case statuses
| Status | What it means |
|---|---|
| Received | We have it; nobody's started yet |
| In progress | Someone on the team is actively working it |
| Waiting for you | We've replied and it's back with you |
| Resolved | Closed |
Opening your case to look at it doesn't move it to In progress – only the team actually starting work does, so the status never gets ahead of what's really happened.
Support filters your list into Active, Waiting for you (only shown when something is), Closed, and All, plus a severity filter, so a store with a long history doesn't bury what needs your attention.
If a case is marked Resolved but it turns out the problem isn't actually fixed, just reply – that reopens it, no need to start a new one.
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
A screenshot often says more than a paragraph – paste one straight into the message box (or use the file picker) and it attaches automatically.
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 case and say plainly that the store is unreachable, including the domain and when it started – that's read as Critical automatically.
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.