Contact StackPath Support

Overview

The Support team at StackPath is available 24 hours a day. 

You can use this document to learn how to contact Support.  

Contact Support by phone

Call StackPath Support at:

• +1 (877) 629-2361
• +1 (323) 313-1206

Contact Support by email

1. Send an email to hi@stackpath.com.

To help StackPath quickly troubleshoot, please provide useful information about your question or problem:  

• What are the steps to reproduce the issue? 
• What error messages do you receive? 
• Have you already performed any troubleshooting steps? 
• Do you have any screenshots to share?

Contact Support by live chat

1. In the StackPath Control Portal, in the lower-right corner of any screen, click Help. 
2. (Optional) Before you chat with Support, you have the ability to view support documentation, which you can use to try and troubleshoot the issue.
   • Enter a topic or keyword. A list of related support documentation will appear. 
3. Click Live chat.
4. Enter a message regarding your problem or question, and then click Start chat. 

Contact Support by support ticket 

1. In the StackPath Control Portal, in the top, right corner of the screen, select your username. 
2. In the drop-down menu, select My Requests. 
   • You will be redirected to the StackPath Help Center. 
3. Click Submit Requests. 
4. Enter the required information, and then click Submit. 
   • When StackPath responds to your ticket, you will receive an email notification. 

View, update, and manage existing support tickets

1. In the StackPath Control Portal, in the top, right corner of the screen, select your username. 
2. In the drop-down menu, select My Requests. 
   • You will be redirected to the StackPath Help Center. 
3. In the landing page, note the following ticket sections: 

   Ticket sections	Description
   My Requests	This section displays tickets that you have opened.
   Requests I'm CC'd On	This section displays tickets that you have been copied on. These tickets were opened by another user.
   Organization Requests	This section displays tickets that have been opened by users on your stack. (In this case, organization refers to members (users) of the same stack.)

4. In the landing page, note the following ticket status types:

   Ticket status	Description
   Open	This status indicates that Support is currently looking at the ticket, but has not responded yet.
   Awaiting	This status indicates that Support is waiting for you to respond to the ticket.
   Closed	This status indicates that a ticket has been resolved. You can re-open a closed ticket within 7 days.

5. To update a ticket, click the subject of the ticket, enter your text, and then click Submit. 
6. When Support responds or closes a ticket, you will receive an email notification. 

Video - Manage support tickets: 

Subscribe to outages

You can use these instructions to receive notifications on outages and critical platform updates.

1. Access the StackPath status page: https://status.stackpath.com
2. Click Subscribe to Updates. 
3. In the window that appears, select the notification type (email, text, Slack, etc.), and then enter the required contact information. 
4. Based on your notification type, you may need to confirm your contact information. 
   • For example, for email notifications, you will receive an email verification that you must open.
   • When you confirm your contact information, you will be redirected to the status page.
5. In the status page, select the edge locations and systems to stay informed about. 
6. Click Save.