Contact Support

Introduction

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.

Quick Start

Before contacting support, gather your device information and a clear description of the issue. This helps support resolve your problem faster.

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.

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Before Contacting Support

Follow these steps before reaching out to ensure faster resolution.

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

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

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

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How to Contact Support

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

App Signup Page

If you need account setup help, use the Signup button in the app.

1. Open Settings Window

   The settings window appears when you first open the app or when no warehouse is configured.

2. Tap Signup Button

   Tap the “Signup” button at the bottom of the settings window.

3. Complete Signup Form

   Follow the instructions on the Shipedge signup page. This page may include contact options for account help.

4. Return to App

   After signup or contacting support, return to the app and configure your warehouse settings.

Best for:

• Account creation
• Warehouse setup questions
• Initial access requests

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

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Information to Provide

Providing complete information helps support resolve your issue faster.

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 12)
• App version (found in Android settings or Device.appVersion)

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

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

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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]

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Response Times

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

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

How to Expedite Support

To get faster help:

• Provide complete information upfront
• Include all required details
• Be clear about issue severity
• Follow up if no response after expected time

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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.

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Common Support Scenarios

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

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

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

Scanner Issues

Information to provide:

• Scanner model and brand
• Whether Bluetooth is enabled
• Whether scanner pairs successfully
• When problem occurs

What support needs:

• Verify scanner compatibility
• Check Bluetooth permissions
• Review connection process

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Alternative Resources

Before or while waiting for support, try these resources:

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

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

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What Support Can Help With

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

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

How-to Questions:

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

Feature Requests:

• New feature ideas
• Improvement suggestions
• Workflow enhancements

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What Support Cannot Help With

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)

Custom Development:

• Custom app modifications
• API development (may refer to developer resources)
• Advanced integrations

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After Contacting Support

What to Expect

Initial Response:

• Acknowledgment of your request
• Request for additional information if needed
• Estimated resolution time

During Resolution:

• Support may ask clarifying questions
• May request additional information
• May provide troubleshooting steps to try

Resolution:

• Solution to your problem
• Explanation of what caused the issue
• Prevention tips if applicable

Following Up

When to follow up:

• No response after expected time
• Need to provide additional information
• Issue resolved but want to confirm
• New related issue arises

How to follow up:

• Reference your original request
• Include any new information
• Be clear about current status

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Related Resources

Next Steps:

• Getting Help - Learn about all help resources
• FAQ - Quick answers to common questions
• Troubleshooting Guide - Solutions for common problems
• App Configuration - Learn about app settings

Getting Started:

• App Overview - Learn about the app
• Installation & Setup - Set up the app
• Login & Authentication - Learn about login

Settings:

• Settings Overview - Understand all settings
• User Preferences - Configure preferences

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Summary

Contacting support is easy when you have the right information:

✅ Check Documentation First - Many questions are answered in guides
✅ Try Troubleshooting - Common problems have quick fixes
✅ Gather Information - Device, app, and error details help support help you
✅ Use Website Contact - Primary method for contacting support
✅ Use App Signup - For account setup and initial access
✅ Contact Administrator - For warehouse-specific issues
✅ Provide Complete Details - Faster resolution with full information

Support is here to help. Provide complete information and be patient while support works to resolve your issue. Most problems are resolved quickly with the right details.