Getting help

When something in Packr isn't working or you're not sure how to do something, reach out to your Packr customer success contact. This page explains who to contact and what to include so your issue gets resolved quickly.

Who can use this

Getting help applies to all roles. Everyone — brand users, operators, and admins — can contact their Packr customer success contact the same way.

Overview

  • 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, contact your Packr customer success contact.
  • Include a screenshot and a few details so they can reproduce the problem.

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

Contact Packr support

Your main point of contact is your Packr customer success contact (the person or team who helped you get set up). Reach out to them when you hit a problem, have a question, or want to request a change.

  1. Try the relevant quick fix in Troubleshooting first.
  2. If the issue persists, message your Packr customer success contact.
  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 sure who your customer success contact is? Ask your workspace admin — they were the main contact during setup.

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  • For data that looks out of date, check Data freshness before reporting it — a sync may simply be in progress.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 contact support? Reach out to your Packr customer success contact — the person or team who helped set up your workspace. Include a screenshot and the steps you tried so they can help quickly. Check Troubleshooting first; many issues have a fast self-serve fix.

Who do I ask for help? Your Packr customer success contact is your main point of contact for questions, problems, and change requests. If you don't know who that is, ask your workspace admin — this is admin-relevant, since the admin was usually the main contact during onboarding.

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, contact support.

Where do I report a billing question? Start with Billing. If your question isn't answered there, contact your Packr customer success contact.