Customer Support
At Gelato, we are dedicated to providing exceptional support to ensure your satisfaction. For order-related issues, we recommend using the "Report issue" feature to ensure it is directed to the appropriate team. For general questions, we encourage you to browse our extended Help Center. For everything else, you can "Send message" or "Chat with us".
Chat with Us
Need help and not sure where to start? Click “Chat with us”, which you can find under the "Support" icon in the top-right corner in both the GelatoConnect Dashboard and the GelatoConnect mobile app.
Alternatively, you can chat with us directly from the Help Center! Simply click on the chat icon in the bottom right corner and ask your question.
The chatbot can assist with common questions, how-to steps, and general support. If needed, it will connect you to our Customer Service team.
We recommend using the chatbot as your first stop, it’s the fastest way to get help.
Reporting an Issue - GelatoConnect Mobile App
Follow these easy steps to report an issue using the Gelato Connect app:
Access the Support Feature: In the GelatoConnect mobile app, tap the Support button located in the top-right corner, then select Report an Issue.
Choose the Issue Category: Select the category that best describes the issue you're experiencing. Categories include order-related issues, print job issues, package issues, and more.
Specify the Issue Details: Indicate how you’d like to report the issue (e.g., by print job number, package number). For example, if reporting by print job, paste the print job number for reference.
Select a Reason and Add a Description: Choose the reason for reporting the issue, such as a label error, an out-of-stock item, a quality issue, or a design issue. Provide a detailed description to help the support team understand the problem thoroughly.
Attach Images: Use your mobile device to take a picture or attach an image from your library. Visuals can enhance clarity and facilitate a quicker resolution.
Submit the Report: Once you have entered all the necessary details, tap Submit. Your report will be sent directly to Gelato’s technical support team for fast processing.
Reporting Order Issues - Desktop
The steps remain the same on both mobile and desktop; however, on the desktop version, the 'Report an Issue' button is located in the top-right corner of the GelatoConnect Dashboard under the "Support" icon:
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