{"title":"▶️ Raise a support case","slug":"how-to-raise-a-support-case","url":"https://support.storeconnect.com/articles/how-to-raise-a-support-case","url_markdown":"https://support.storeconnect.com/articles/how-to-raise-a-support-case.md","subtitle":null,"summary":"Submit a support case through the StoreConnect portal with category, priority, and Org ID details. Track, comment on, upload files to, and close cases from the My Cases page.","type":"Videos_Tutorials","video_url":"https://vimeo.com/1197535681?share=copy\u0026fl=sv\u0026fe=ci","keywords":null,"last_modified":"2026-08-21T07:12:35+0000","body_markdown":"### **1\\. Submit a New Support Case**\n\n-   Go to [**support.getstoreconnect.com**](https://support.getstoreconnect.com/)\n\n-   Click the **“Contact Us”** button.\n\n-   Fill out the support form:\n\n    -   **Subject** – Short summary of your issue.\n\n    -   **Description** – Detailed explanation of the problem.\n\n    -   **Your Email** and **Your Name**.\n\n    -   **Category** – General type of issue (e.g., Setup, Orders).\n\n    -   **Subtype** – More specific type of issue.\n\n    -   **Priority Level** – Choose how urgent the issue is (e.g., Low, Medium, High).\n\n    -   **Organization ID** – Paste your Salesforce Org ID.\n\n-   Click **Submit** to raise the support case.\n\n\n---\n\n### **2\\. View and Manage Existing Cases**\n\n-   Click the **Login** button on the portal.\n\n-   Log in using your **Salesforce account**.\n\n-   Go to the **My Cases** page:\n\n    -   View a list of all open and closed support cases.\n\n    -   Click on any case to view full details.\n\n    -   Use the **Add Comment** function to send additional notes or updates to the support agent.\n\n\n---\n\n### **3\\. Update or Close a Case**\n\n-   **Update Priority**:\n\n    -   Click the **Update Priority** button.\n\n    -   Choose a new priority level and provide a reason for the change.\n\n-   **Upload Files**:\n\n    -   Use the **Upload Files** button to attach screenshots or other helpful documents.\n\n    -   You can also view any files sent to you by the support agent.\n\n-   **Close a Case**:\n\n    -   If the issue is resolved, click the **Close Case** button to notify support that the case is no longer needed."}