--- title: "Log a support case" source: https://support.storeconnect.com/articles/log-a-case type: article format: markdown site: StoreConnect Support — product and developer documentation for StoreConnect site_index: https://storeconnect.com/llms.txt docs_index: https://support.storeconnect.com/llms.txt note: Append .md to any page or article URL on this site to get its Markdown form. --- # Log a support case Use this process to report an issue to the StoreConnect support engineers. The detail you give here determines how quickly the team can reproduce and diagnose the problem, so it is worth a few extra minutes. You can also email [support@storeconnect.com](mailto:support@storeconnect.com) instead. Either way a case is created and the team works from it. The portal form is worth using when you want to set the category and priority yourself, or attach several files. ## Before you start You need to be signed in to the support portal. Gather anything that helps the team see what you are seeing: screenshots, error messages, and the steps to reproduce the problem. ## Log the case 1. Go to **Log a case**. 2. Select the **Type** that best matches the area your issue is in. 3. Select a **Priority**. Select **What does each priority mean?** if you are unsure, and see [Support service response times](support-service-response-times) for the target response time attached to each level. 4. Select the **Salesforce org** the issue affects. This is optional, but it tells support which environment to look in. 5. Describe the problem under **What's going on?**. 6. Attach any screenshots, logs, or files under **Attachments**. 7. Select **Log case**. You receive an email confirming the case has been created, and the case appears under [My cases](manage-your-support-cases) with a case number. ## Add a Salesforce org to the list The **Salesforce org** list only offers orgs that have already been recorded against your company. To add one: 1. Select **Manage orgs** beside the **Salesforce org** list. 2. Enter a **Label** you will recognize, such as `Production` or `UAT sandbox`. 3. Enter the **Org ID**, which is either 15 or 18 characters. 4. Select **Save org**. The org is then available in the **Salesforce org** list on this and future cases. :::tip Your Salesforce Org ID is in Salesforce Setup, under **Company Information**. [Granting support access to your Salesforce org](granting-support-access-to-your-salesforce-org) walks through finding it. ::: ## What to include in your description The more detail you provide, the faster the team can diagnose the issue. Cover: - What is happening, and what you expected to happen instead - The steps that reproduce it - Any error messages, word for word - Whether it affects everyone or only certain users - When it started ## If support needs to see your org The support team may ask for [temporary access to your Salesforce org](granting-support-access-to-your-salesforce-org) to investigate. Granting access is a separate step you take in Salesforce, not part of this form. --- ## Follow StoreConnect - [Email Newsletter](https://storeconnect.com/c/lp-newsletter) - [LinkedIn Newsletter](https://www.linkedin.com/build-relation/newsletter-follow?entityUrn=7444956928444862464) - [YouTube](https://www.youtube.com/channel/UCngKdP2x8l1wcbAKW3tvU8g) - [LinkedIn](https://www.linkedin.com/company/storeconnect) - [X / Twitter](https://x.com/storeconnecthq) ## Popular Links - [Partners](https://storeconnect.com/partners) - [Become a Partner](https://storeconnect.com/become-a-partner) - [News](https://storeconnect.com/articles/news) - [Events](https://storeconnect.com/articles/events) - [Live Events](https://storeconnect.com/live-events) - [Feature Comparison](https://storeconnect.com/how-we-compare) - [Download a free trial](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FMkeKUAT) - [Book a Demo](https://storeconnect.com/contact) ## Documentation - [Help documentation](https://support.storeconnect.com/help-documentation) - [AI agents](https://support.storeconnect.com/ai) - [Videos & tutorials](https://support.storeconnect.com/videos-tutorials) - [Developer reference](https://support.storeconnect.com/developer-reference) - [Release notes](https://support.storeconnect.com/release-notes) - [Troubleshooting](https://support.storeconnect.com/troubleshooting) - [Trust Center](https://trust.getstoreconnect.com/) - [Status Page](https://status.storeconnect.com/) ## Contact - info@getstoreconnect.com - US +1 415 745 3230 - AUS +61 2 8365 2308 100 S Ashley Dr, Suite 600-2461 Tampa FL 33602-600 USA Level 22, Sydney Place 180 George Street Sydney, NSW, 2000, AUS ## Machine-readable - [Site index for agents](https://storeconnect.com/llms.txt): curated map of the StoreConnect site in llms.txt format - [Documentation index for agents](https://support.storeconnect.com/llms.txt): full technical and product documentation map Every page and article on this site has a Markdown rendering: append `.md` to its URL. Continue in Markdown: [Help documentation](https://support.storeconnect.com/help-documentation.md) · [Developer reference](https://support.storeconnect.com/developer-reference.md) · [Videos & tutorials](https://support.storeconnect.com/videos-tutorials.md) · [Release notes](https://support.storeconnect.com/release-notes.md) --- StoreConnect Support — https://support.storeconnect.com/articles/log-a-case