StoreConnect support

StoreConnect support is available via the StoreConnect Support site, also known as the support portal. Sign in with single sign-on to manage your StoreConnect account, company details, billing, and support cases.

:::tip Subscribe to updates at status.storeconnect.com to be notified about service incidents and scheduled maintenance. Checking the status page first can tell you whether an issue you are seeing is already known. :::

Sign in to your account

The support site uses single sign-on, so you sign in with your Google or Microsoft work account. There is no separate StoreConnect password, and your Salesforce credentials are not used here.

1. Go to the support site at support.storeconnect.com.
2. Select Log in.
3. Choose Continue with Google or Continue with Microsoft, whichever provider hosts your work email address, then complete the sign-in prompts from that provider.

For a video walkthrough of the portal login, see Log in to the support portal.

Signing in connects your support access to your StoreConnect subscription. My account then gives you your support cases, your Salesforce orgs and store details under My StoreConnect, your company details, and billing. If you do not have access to the admin and billing sections, and you think you should, contact support for assistance.

:::note Passwords are managed by your single sign-on provider, not by StoreConnect. If you cannot get in, select Trouble signing in? on the login page to open the right password reset flow for Google or Microsoft. :::

Log a support case

1. Go to support.storeconnect.com and sign in (if you are not signed in already).
2. Select Log a Case.
3. Complete the form and select Log case.

You will receive an email confirming your case has been created. The support team will follow up via email as your case progresses. Monitor your cases under My cases.

What to include in your request

The more detail you provide, the faster the team can diagnose your issue. Include:

• A clear description of what is happening and what you expected to happen
• Steps to reproduce the issue
• Any error messages you are seeing
• Whether the issue affects all users or specific users
• When the issue started
• Your Salesforce Org ID (found in Salesforce Setup > Company Information)
• Screen shots of the issue or error messages can also be helpful

Grant access to your org

The support team may ask for temporary access to your Salesforce org to investigate an issue.

Response times

Cases are prioritized based on business impact and your plan. See the Support service response times topic for the full list of priority levels and target resolution times.