This guide explains when to use each support path, what details to include, and how to ensure your report reaches the right team for the fastest resolution.
Pick the right support path
For quick answers
Start in the Help Center.
Search using clear terms such as “inventory”, “packaging”, or “shipping”.
Open the top suggested articles and follow the steps.
If you don’t find a solution, proceed to Report an Issue.
For order or production problems
Use Report an Issue directly from your Dashboard. This option sends your case to the correct team with all the necessary context for a fast resolution.
Report an issue for order or production problems
Where to find it
Desktop: Click the Support icon in the top-right corner of the Dashboard, then select Report an Issue.
Mobile app: Tap Support in the top-right corner, then choose Report an Issue.
What to include
Provide as much detail as possible:
The most relevant identifier — print job ID, plate ID, or package number.
The error reason, such as a label required, out of stock, quality issue, or design issue.
A short description of what happened and what you expected.
Images or screenshots that clearly show the issue.
How to submit
Choose the correct category (e.g., Order related, Machine/Facility related, App technical issue, Dispatch issues).
Select how you’re reporting (by print job, package, or print plate).
Add the relevant ID(s) and select the error reason.
Write a clear comment describing the problem.
Click Send to submit your report.
Choose the right severity
Selecting the right severity helps prioritize your issue correctly:
General question – For non-urgent clarifications.
Slowing me down – When something isn’t working as expected but you can still proceed.
Blocked Order – For one or more orders that can’t be processed but the issue isn’t system-wide.
Red alert – For critical issues stopping production or blocking core functions (e.g., orders not received, system outage, or dispatch fully blocked).
Use Red alert only for complete production blocks or major technical failures.