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Contact Support

Need help with Shipedge Warehouse Pro? Our support team is here to assist you with technical issues, account questions, and feature guidance. This guide explains how to contact support and what information to provide for faster assistance.

Before contacting support, check the documentation and troubleshooting guides first. Many questions are answered there. If you still need help, use the contact methods below.

When to Contact Support

Section titled “When to Contact Support”

Contact support when you need help that isn’t covered in documentation.

Technical Issues

Problems that persist after trying troubleshooting steps. App crashes, connection errors, or features not working.

Account Help

Questions about account setup, warehouse configuration, or access problems. Need warehouse credentials or keys.

Feature Questions

Questions about features not covered in documentation. How to use advanced features or workflows.

Bug Reports

Report bugs or unexpected behavior. Include steps to reproduce and error messages.

Feature Requests

Suggest new features or improvements. Share ideas for making the app better.

Integration Help

Questions about integrating with other systems or custom configurations.

Before Contacting Support

Section titled “Before Contacting Support”

Follow these steps before reaching out to ensure faster resolution.

Step 1: Check Documentation

Section titled “Step 1: Check Documentation”

What to check:

  • Feature guides for your specific task
  • Troubleshooting guide for your problem type
  • FAQ for quick answers
  • Release notes for known issues

Why it helps:

  • Many questions are answered in documentation
  • Troubleshooting guides solve common problems
  • Saves time for you and support team

Step 2: Try Troubleshooting

Section titled “Step 2: Try Troubleshooting”

What to try:

  • Restart the app
  • Check internet connection
  • Verify warehouse settings
  • Clear app cache
  • Reinstall app (if safe to do so)

Why it helps:

  • Many issues have simple fixes
  • Shows support you’ve tried basic steps
  • Helps identify if it’s a known issue

Step 3: Gather Information

Section titled “Step 3: Gather Information”

What to collect:

  • Device information (model, Android version)
  • App version number
  • Warehouse name
  • Error messages (exact text)
  • Steps to reproduce the issue
  • Screenshots if possible

Why it helps:

  • Support needs this information to help you
  • Faster diagnosis of the problem
  • Better understanding of your setup

How to Contact Support

Section titled “How to Contact Support”

Website Contact

Section titled “Website Contact”

The primary way to contact support is through the Shipedge website.

Website: https://www.shipedge.com

What to do:

  1. Visit the Shipedge website
  2. Look for “Support” or “Contact” section
  3. Fill out the contact form with your information
  4. Include all relevant details about your issue

Best for:

  • Technical support requests
  • Account questions
  • Feature requests
  • General inquiries

Warehouse Administrator

Section titled “Warehouse Administrator”

For warehouse-specific issues, contact your warehouse administrator first.

When to contact administrator:

  • Need warehouse credentials or key
  • User permission issues
  • Warehouse configuration problems
  • Company-specific questions

Why contact administrator first:

  • They have access to your warehouse settings
  • Can resolve many issues quickly
  • Know your company’s configuration

Information to Provide

Section titled “Information to Provide”

Providing complete information helps support resolve your issue faster.

Required Information

Section titled “Required Information”

Problem Description:

  • What you were trying to do
  • What happened instead
  • When the problem started
  • How often it occurs

Device Information:

  • Device model (e.g., Samsung Galaxy S21)
  • Android version (e.g., Android 14)
  • App version

Warehouse Information:

  • Warehouse name
  • Whether you can log in
  • Any error messages related to warehouse

Error Details:

  • Exact error messages (copy text exactly)
  • When errors occur (during login, sync, specific feature)
  • Screenshots if possible

Optional but Helpful Information

Section titled “Optional but Helpful Information”

Steps to Reproduce:

  • Detailed steps that cause the problem
  • What you expected to happen
  • What actually happened

What You’ve Tried:

  • Troubleshooting steps attempted
  • Documentation pages checked
  • Solutions that didn’t work

Additional Context:

  • Recent changes (app update, device update, settings change)
  • Other apps or devices affected
  • Workarounds you’ve found

Contact Information Template

Section titled “Contact Information Template”

Use this template to organize your support request:

Subject: [Brief description of issue]


Device Information:
- Device Model: [Your device model]
- Android Version: [Your Android version]
- App Version: [App version, e.g., 25.7.1]
- Warehouse Name: [Your warehouse name]


Problem Description:
[What you were trying to do]


[What happened instead]


[When the problem started]


Error Messages:
[Exact error message text if any]


Steps to Reproduce:
1. [First step]
2. [Second step]
3. [Third step]


What I've Tried:
- [Troubleshooting step 1]
- [Troubleshooting step 2]
- [Documentation checked]


Additional Information:
[Any other relevant details]

Response Times

Section titled “Response Times”

Support response times vary based on issue priority and support availability.

Expected Response Times

Section titled “Expected Response Times”

Critical Issues (app completely unusable):

  • Response within business hours
  • Priority handling for urgent problems

General Support:

  • Response within 1-2 business days
  • May vary during high-volume periods

Account Setup:

  • Response within 1-2 business days
  • May require coordination with warehouse administrator

Feature Requests:

  • Acknowledged within a few days
  • Implementation timeline varies

Best Practices

Section titled “Best Practices”

Be Specific

Describe exactly what happened. Include error messages, steps taken, and expected vs actual results.

Provide Complete Information

Include all device and app information. Missing details delay resolution.

Include Screenshots

Screenshots help support understand the issue quickly. Capture error messages and relevant screens.

Try Troubleshooting First

Check documentation and try troubleshooting steps before contacting support. This often solves the issue.

Be Patient

Support responds as quickly as possible. Complex issues may take time to resolve.

Follow Up Appropriately

If you don’t hear back after expected time, follow up politely. Include your original request details.

Common Support Scenarios

Section titled “Common Support Scenarios”

Can’t Log In

Section titled “Can’t Log In”

Information to provide:

  • Warehouse name you’re using
  • Whether settings window appears
  • Error message if any
  • Whether you’ve configured warehouse before

What support needs:

  • Verify warehouse name is correct
  • Check if account exists
  • Verify warehouse key if applicable

App Crashes

Section titled “App Crashes”

Information to provide:

  • When crash occurs (during login, specific feature, etc.)
  • Steps that cause crash
  • Device model and Android version
  • App version

What support needs:

  • Reproduce the crash
  • Check for known issues
  • Verify device compatibility

Sync Problems

Section titled “Sync Problems”

Information to provide:

  • Whether sync button shows alert
  • Error messages during sync
  • Internet connection status
  • Warehouse server accessibility

What support needs:

  • Verify server connection
  • Check sync status
  • Review sync logs if available

Alternative Resources

Section titled “Alternative Resources”

Before or while waiting for support, try these resources:

Documentation

Section titled “Documentation”

Feature Guides:

  • Step-by-step instructions for every feature
  • Best practices and tips
  • Common workflows

Troubleshooting Guide:

  • Solutions for common problems
  • Step-by-step fixes
  • Prevention tips

FAQ:

  • Quick answers to frequent questions
  • Common setup questions
  • Feature explanations

Community Resources

Section titled “Community Resources”

Warehouse Administrator:

  • First point of contact for warehouse issues
  • Can resolve many configuration problems
  • Knows your company’s setup

Company IT Department:

  • Help with device configuration
  • Network and connectivity issues
  • Device compatibility questions

What Support Can Help With

Section titled “What Support Can Help With”

Technical Support

Section titled “Technical Support”

App Issues:

  • Crashes and errors
  • Feature not working
  • Performance problems
  • Compatibility issues

Configuration:

  • Warehouse setup
  • Settings configuration
  • User permissions
  • Integration setup

Account Support

Section titled “Account Support”

Account Management:

  • Account creation
  • Access problems
  • Password reset (if applicable)
  • User permissions

Warehouse Access:

  • Warehouse credentials
  • Warehouse key issues
  • Server connectivity
  • Account verification

Feature Guidance

Section titled “Feature Guidance”

How-to Questions:

  • Using specific features
  • Workflow optimization
  • Best practices
  • Advanced configurations

Feature Requests:

  • New feature ideas
  • Improvement suggestions
  • Workflow enhancements

What Support Cannot Help With

Section titled “What Support Cannot Help With”

Limitations

Section titled “Limitations”

Hardware Issues:

  • Physical device problems
  • Hardware repairs
  • Device-specific bugs (may refer to manufacturer)

Third-Party Services:

  • Issues with other apps
  • Integration with unsupported systems
  • External service problems

Company-Specific Policies:

  • Internal warehouse procedures
  • Company-specific configurations
  • Policy questions (contact administrator)
Section titled “Related Resources”

Next Steps:

Getting Started:

Settings: