---
title: "Contact Us"
description: "Get in touch with FirearmCart support"
---

> Documentation Index
> Fetch the complete documentation index at: https://docs.firearmcart.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Contact Us

Need help? We're here for you. FirearmCart provides a comprehensive support ticket system to ensure your questions are tracked and answered efficiently.

---

## Support Ticket System

### Creating a Support Ticket

The primary way to get help is through our built-in support ticket system:

1. Navigate to **Support** in your dashboard
2. Click **Create Ticket**
3. Fill in the ticket details:
- **Subject** - Brief description of your issue (5 to 255 characters)
- **Description** - Detailed explanation (minimum 10 characters)
- **Category** - Select the appropriate category
- **Priority** - Set urgency level
4. Attach files if needed (max 10MB per file)
5. Submit your ticket

### Ticket Categories

| Category | Use For |
|----------|---------|
| **General** | General questions and inquiries |
| **Technical** | Technical issues, bugs, errors |
| **Billing** | Subscription, payments, invoices |
| **Feature Request** | Suggest new features |
| **Bug Report** | Report software bugs |
| **Feedback** | Tell us what's working and what isn't |
| **Other** | Anything else |

### Priority Levels

| Priority | When to Use |
|----------|-------------|
| **Low** | General questions, no urgency |
| **Medium** | Standard issues (default) |
| **High** | Important issues affecting operations |
| **Urgent** | Critical issues, store down, payment failures |

### Ticket Features

| Feature | Description |
|---------|-------------|
| **Unique ticket number** | Each ticket gets a TKT-XXXXXXXX number |
| **File attachments** | Attach screenshots, documents (max 10MB each) |
| **Message thread** | Back-and-forth conversation on your ticket |
| **Real-time updates** | See responses as they happen |
| **Status tracking** | Track your ticket through resolution |
| **Satisfaction rating** | Rate your support experience |

### Support Chat

You can also reach us from the chat panel in the dashboard without leaving the page you're on. It offers three quick starting points — **Ask a question**, **Send feedback**, and **Report an issue** — and creates a normal support ticket behind the scenes, so anything you start in chat also appears on your Support page. The chat panel is the full support experience on mobile.

---

## Viewing Your Tickets

### Ticket List

Click **Support** in the sidebar. On a desktop this opens the support chat panel; to reach the full ticket list, go to `/support` directly. On mobile, **Support** takes you straight to your conversations.

The ticket list lets you:

- View all open, pending, resolved, and closed tickets
- See unread message indicators
- Filter by status
- Search by ticket number or subject
- Sort by status, priority, or last reply date

### Ticket Statuses

| Status | Meaning |
|--------|---------|
| **Open** | Ticket submitted, awaiting response |
| **Pending** | Waiting for additional information |
| **Resolved** | Issue has been resolved |
| **Closed** | Ticket is closed |

### Responding to Tickets

1. Open your ticket from the Support page
2. Read the latest response
3. Type your reply in the message box
4. Attach any additional files if needed
5. Click **Send**

> **Note:** The reply box is hidden once a ticket is resolved or closed. To continue the conversation, reopen the ticket first — or start a new one.

---

## Help Center

**URL:** [docs.firearmcart.com](https://docs.firearmcart.com)

You can open it any time from the **Documentation** link in the dashboard sidebar.

Best for:
- Self-service answers
- Step-by-step guides
- Quick reference

**Resources available:**
- Getting started guides
- Feature documentation
- Troubleshooting articles
- Best practices

---

## System Status

Check [status.firearmcart.com](https://status.firearmcart.com) to see whether a problem is a known platform incident before you open a ticket. It's also linked from the support chat panel.

---

## Email

If you can't sign in to reach the ticket system, email **support@firearmcart.com**. For everything else, use a support ticket — it gives you a tracked thread, attachments, and status updates that email doesn't.

---

## Response Times

Support response targets are set by your plan:

| Plan | Support |
|------|---------|
| **Starter** | Email support (48h) |
| **Growth** | Priority email support (24h) |
| **Pro** | Priority support (4h) |

### Factors Affecting Response

- Current support volume
- Issue complexity
- Information provided
- Ticket priority level

---

## Getting Faster Help

### What to Include

For the fastest resolution, include in your ticket:

| Information | Why It Helps |
|-------------|--------------|
| **Detailed description** | Explains the full issue |
| **Error messages** | Exact text or screenshots |
| **Steps to reproduce** | We can recreate the issue |
| **When it started** | Helps identify cause |
| **What changed** | Recent updates or changes |

### Example Good Support Ticket

**Subject:** Orders not syncing to ShipStation since yesterday

**Description:**
```
Orders placed after 2:00 PM EST yesterday are not appearing
in ShipStation. Orders before that time synced fine.

I've already tried:
- Checking the integration status (shows connected)
- Clicking "Sync now" (no new orders appear)
- Verifying ShipStation is receiving from other sources (it is)

Screenshot of integration settings attached.
```

### Example Poor Support Ticket

**Subject:** Help

**Description:**
```
Something is broken. Please fix.
```

---

## Satisfaction Rating

Once a ticket is marked **Resolved**, you can rate your support experience:

1. Open your resolved ticket on the Support page
2. See the satisfaction rating prompt
3. Select 1-5 stars
4. Optionally add feedback
5. Submit your rating

You'll only be asked once per ticket. Your feedback helps us improve our support quality.

---

## Specialized Support

### Technical Issues

For technical problems:

1. Check [Troubleshooting](/support/troubleshooting) first
2. Create a support ticket with category **Technical**
3. Include error messages and screenshots
4. Note any recent changes made

### Billing Questions

For billing issues:

1. Open the profile menu and choose **Billing**
2. Review current invoices
3. Check payment method status
4. Create a support ticket with category **Billing**

Common billing topics:
- Invoice questions
- Plan changes
- Payment failures
- Refund requests

### Compliance Questions

For FFL and compliance:

1. Review [FFL Compliance](/ffl-compliance/shipping-firearms) docs
2. Consult ATF resources for regulations
3. Create a support ticket for platform-specific questions

> **Note:** FirearmCart provides platform support. For legal compliance advice, consult with your attorney or compliance officer.

### Feature Requests

Have an idea to improve FirearmCart?

1. Create a support ticket with category **Feature Request**
2. Describe the feature you'd like
3. Explain the problem it would solve
4. Include any examples or references

We review all feature requests and prioritize based on customer demand.

### Bug Reports

Found a bug?

1. Create a support ticket with category **Bug Report**
2. Describe what happened vs. what you expected
3. Include steps to reproduce
4. Attach screenshots or screen recordings
5. Set priority based on impact

---

## Escalation

### When to Escalate

If your issue isn't resolved:

| Situation | Action |
|-----------|--------|
| **No response** | Reply to ticket asking for update |
| **Unsatisfied with resolution** | Reply requesting supervisor review |
| **Critical business impact** | Set priority to Urgent, reply with details |

### How to Escalate

1. Reply to your existing support ticket
2. Explain why the current resolution isn't sufficient
3. Provide any additional context
4. Our team will review and respond

---

## Feedback

### How to Provide Feedback

We value your input:

| Feedback Type | How to Submit |
|---------------|---------------|
| **Product feedback** | Support ticket (General category) |
| **Support rating** | Rate your ticket after resolution |
| **Feature ideas** | Support ticket (Feature Request category) |
| **Bug reports** | Support ticket (Bug Report category) |

### What Happens with Feedback

1. All feedback is reviewed
2. Common requests are prioritized
3. Feature roadmap updated regularly
4. Bug reports investigated promptly

---

## Quick Reference

### Ticket Categories at a Glance

| Need | Category |
|------|----------|
| **General questions** | General |
| **Something broken** | Technical |
| **Payment/subscription** | Billing |
| **New feature idea** | Feature Request |
| **Found a bug** | Bug Report |
| **Thoughts on the product** | Feedback |
| **Anything else** | Other |

### Priority Guide

| Situation | Priority |
|-----------|----------|
| **Just curious** | Low |
| **Need help but not urgent** | Medium |
| **Affecting my business** | High |
| **Store down, can't process orders** | Urgent |

---

## Related Documentation

- [FAQ](/support/faq) - Common questions and answers
- [Troubleshooting](/support/troubleshooting) - Self-service solutions
- [Getting Started](/getting-started) - New user guide

Source: https://docs.firearmcart.com/support/contact/index.mdx