Getting help

When something in Packr isn't working or you're not sure how to do something, start with the ? help on the screen you're on. If you still need a hand, your workspace's admins can ask the Packr team directly in Packr Support. This page explains where to go and what to include so your issue gets resolved quickly.

Who can use this

Getting help applies to all roles. Admins send requests to the Packr team from Packr Support; everyone else — brand users and other team members — asks their workspace admin, who can raise it with Packr.

Overview

  • Select ? in the header for help with the screen you're on, without leaving it.
  • Try the quick fixes in Troubleshooting first — many issues (missing data, sign-in problems, stale data) have a fast self-serve fix.
  • If that doesn't solve it, admins send a request from Support in the sidebar (Packr Support); everyone else asks their workspace admin.
  • Include a screenshot and a few details so the Packr team can reproduce the problem.

Get help with the screen you're on

The ? button in the header opens Help for whatever page you're looking at. On desktop it opens as a panel beside your work; on a phone it opens as its own screen. It follows you as you navigate, so it always describes the page in front of you.

Help shows that page's Packr documentation at a glance:

  • The section and page title, and a short description of what the page is for.
  • Features — what you can do on it.
  • Key questions — the questions people ask about it most.
  • A link to the full guide on this site.
  • Any tutorial videos attached to that page, played at the top.

Select a Key question and Pax opens a conversation about that page and answers it. Follow-up questions stay on the same subject — the chat shows an About: chip naming the page — so you don't have to re-explain where you are. See Asking questions.

If a page has no documentation yet, Help says so and links to the docs site so you can search it.

Note

You only see tutorial videos for pages you have access to, so the list matches what your role can actually open.

Screenshot: The Brand Work Desk home screen. (pending capture)

Contact Packr support

Your workspace's admins reach the Packr team from Support in the sidebar (the Other section). Each question becomes a request — a conversation with the Packr team that every admin in the workspace can follow. See Packr Support.

  1. Try the relevant quick fix in Troubleshooting first.
  2. If the issue persists, open Support and select New request.
  3. Share what you were doing, what you expected, and what happened instead.
  4. Attach a screenshot of the screen where the problem appears.

Tip

Not an admin? Ask your workspace admin — they can send the request and everyone on the admin team will see the reply.

What to include when you reach out

The more context you give, the faster your issue can be resolved. When you contact support, include:

  • What you were trying to do — for example, "ship an order" or "sync inventory".
  • What happened — the exact message or behavior you saw.
  • A screenshot — capture the whole screen, including any error.
  • The brand and workspace — which brand (Group) and workspace you were in.
  • When it happened — the approximate date and time.

Note

A brand is shown as a Group on the Directory screen. Mentioning the brand or Group name helps support find the right data.

Tips

  • For data that looks out of date, check Data freshness before reporting it — a sync may simply be in progress.
  • For unfamiliar terms in a message or screen, the Glossary often clears things up faster than a support request.
  • For billing or plan questions, see Billing first.

Common questions

How do I get help with the page I'm on? Select ? in the header. It shows that page's documentation, any tutorial videos attached to it, and key questions you can hand straight to Pax. See Get help with the screen you're on.

How do I contact support? If you're a workspace admin, open Support in the sidebar and select New request — see Packr Support. Include a screenshot and the steps you tried so the Packr team can help quickly. Check Troubleshooting first; many issues have a fast self-serve fix.

Who do I ask for help? Workspace admins ask the Packr team in Packr Support. Everyone else asks their workspace admin, who can raise it with Packr.

What should I include in a support request? Describe what you were doing, what you expected, and what actually happened. Add a screenshot, plus the brand (Group) and workspace you were in. See What to include when you reach out.

My data looks out of date — is that a bug? Often not. Packr data syncs from your WMS on a schedule, so a brief delay is normal. See Data freshness before reporting it; if it's still stale after a while, send a request in Packr Support.

Where do I report a billing question? Start with Billing. If your question isn't answered there, send a request in Packr Support.