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 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 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 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 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 to investigate. Granting access is a separate step you take in Salesforce, not part of this form.