How to Contact Support

Introducing

On January 4, 2023 our celebrated customer support will be available in four distinct packages - Standard, Silver, Gold and Platinum - letting every Stackpath customer choose exactly the level of engagement and assistance they prefer. 

This will impact some engagement channels and technical assistance.  Details have been sent to the email contact on file. 

Click here to learn more and compare plans.

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: 

Critical Notification Updates

You can use these instructions to receive notifications on 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.  

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?

Live Chat (Varies by Support Tier)

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 Livechat.
4. Enter a message regarding your problem or question, and then click Start chat. 

Upgrade or Change Support Plan

All StackPath accounts come with Standard Support. If you want to upgrade or change support levels you can may either: 

1. Email your sales representative with account details and request the support plan that should be added to your account.

2. Email billinghelp@stackpath.com with account details and advise them of the support plan that should be added to your account.