Get help from SellOrchard support

This guide explains how to get help from the SellOrchard team: the help articles, the AI assistant and live chat with a person.

Open help

Click Help (the question mark) at the top of your admin. On a phone, help opens full screen.

• The Help tab searches these help articles and shows the ones for the page you're on.
• The Chat with us tab is live chat with the SellOrchard support team.

Who can chat with us

• Every paid plan includes live chat with our team: Basic, Pro, Advanced and the Compliance plans.
• During the free trial, the tab shows Email support instead. Write to us at support@sellorchard.com and we'll reply by email. Live chat starts as soon as you choose a plan.
• Partners can chat from the partner portal.

Higher plans are answered first: Advanced, then Pro, then Basic.

Start a conversation

1. Click Help, then Chat with us.
2. Click New conversation.
3. Pick a topic, such as Billing & plans or Domains & email. This helps us send your question to the right person.
4. Describe your question and press Enter to send.

Our AI assistant answers first, using the help articles, and links the ones it used. If that doesn't solve it, click Talk to a person. Someone from our team replies in the same window.

Tip: add screenshots. Click the paperclip, paste an image, or drag files onto the chat. You can attach images and PDFs up to 10 MB each, five per message.

While you chat

• At the top of the chat you can see if our team is online and how quickly we usually reply.
• You see when someone is typing, and Seen under your message once we've read it.
• Close the help panel whenever you like. When we reply, the Help button shows a red badge and you get a notification in the admin. If you've installed the mobile app, you also get a push notification.
• If you don't read a reply within about 10 minutes, we email it to you with a link back to the chat.

Outside our hours

When our team is away, your message becomes an email ticket. The chat tells you when we're back, and our reply is emailed to you as well as shown in the chat.

Finish a conversation

• Click End chat when your question is answered. You can write again at any time to reopen it.
• After a conversation is resolved, you're asked to rate it from 1 to 5 stars. Your rating helps us improve.
• Click the envelope icon at the top of a conversation to email yourself a copy (a transcript).

Good to know

• Your conversations stay in the Chat with us tab. Open ones are listed first, then your history.
• Each conversation is private to your login. Other staff on your store don't see it.
• When we need to look at your store to help, we may ask to open a support session. You'll see a banner while it's open, and you can end it at any time.