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](/help/getting-started/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](/help/orders/store-issues).
- **A feature is missing** – it may just be off, see [Modules](/help/getting-started/modules).
- **A how-do-I question** – ask the [AI Assistant](/help/getting-started/ai-assistant) in your dashboard.
- **Billing and plans** – see [Manage your plan & billing](/help/account/plan-and-billing).

## FAQ

### Is this the same as my store's Inbox?

No. Support cases go to the YNS team. Your [Inbox](/help/orders/contact-messages) 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](/help/account/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](/help/orders/store-issues).
- Add teammates who can help in [Invite team members](/help/account/team-members).
- Get answers instantly from [the AI Assistant](/help/getting-started/ai-assistant).