Canonical URL: https://chargezen.com/docs/checkoutos/troubleshooting/support

# Contact Support

Get help from the Chargezen support team

Last updated: 2025-01-16

Our support team is here to help you get the most out of CheckoutOS. Whether you're troubleshooting an issue, optimizing campaigns, or exploring new features, we're ready to assist.

## Support Channels

[

### Email Support

Send us a detailed message and get a response within 24 hours

Learn more



](mailto:support@chargezen.com)[

### Live Chat

Chat with our team in real-time during business hours

Learn more



](https://chargezen.com/docs/checkoutos/troubleshooting/support#live-chat)[

### Help Center

Browse our knowledge base and video tutorials

Learn more



](https://help.chargezen.com/)

## Email Support

Email is best for detailed issues that require screenshots or thorough explanation.

**Email:** [support@chargezen.com](mailto:support@chargezen.com)

**Response Time:** Within 24 hours (usually faster)

### What to Include in Your Email

Help us help you faster by including:

#### Support Request Checklist

*   Your Shopify store URL (mystore.myshopify.com)
*   Description of the issue or question
*   Steps to reproduce the problem (if applicable)
*   Screenshots or screen recordings
*   Error messages or codes (if any)
*   Browser and device information

##### Screen Recording

A short screen recording is often more helpful than multiple screenshots. Use free tools like Loom or your device's built-in screen recorder.

## Live Chat

For quick questions or real-time troubleshooting, use our live chat feature.

**Hours:** Monday - Friday, 9am - 6pm EST

**Access:** Click the chat icon in the bottom-right corner of your CheckoutOS dashboard.

##### Outside Business Hours?

If you start a chat outside business hours, you can leave a message and we'll respond via email when we're back online.

## Emergency Support

For critical issues affecting your checkout (customers can't complete purchases), we offer priority emergency support.

1

#### Email with "URGENT" in Subject

2

#### Include Store URL

3

#### Describe the Impact

##### True Emergencies Only

Please reserve emergency support for checkout-blocking issues. Misuse may delay response times for merchants with genuine emergencies.

## Self-Service Resources

Many questions can be answered through our self-service resources:

[

### Documentation

Comprehensive guides for all CheckoutOS features

Learn more



](https://chargezen.com/docs/checkoutos)[

### Video Tutorials

Step-by-step video walkthroughs

Learn more



](https://help.chargezen.com/videos)[

### FAQ

Answers to common questions

Learn more



](https://chargezen.com/docs/checkoutos/troubleshooting/faq)[

### Error Codes

Look up error codes and solutions

Learn more



](https://chargezen.com/docs/checkoutos/troubleshooting/error-codes)

## Feature Requests

Have an idea for how we can improve CheckoutOS? We love hearing from users!

Submit feature requests to [feedback@chargezen.com](mailto:feedback@chargezen.com). Include:

*   Description of the feature you'd like
*   How it would help your business
*   Any examples from other tools (if applicable)

## Bug Reports

Found a bug? Help us fix it quickly by providing:

*   **Expected behavior:** What should happen
*   **Actual behavior:** What actually happens
*   **Steps to reproduce:** How to trigger the bug
*   **Environment:** Browser, device, Shopify plan
*   **Frequency:** Does it happen every time or intermittently?

## Community

Connect with other CheckoutOS users:

*   **Slack Community:** Join our merchant community for tips and best practices
*   **Monthly Webinars:** Live training sessions and Q&A with our team
*   **Case Studies:** Learn from successful implementations

##### Join Our Community

Request access to our Slack community by emailing [community@chargezen.com](mailto:community@chargezen.com). Share strategies, get feedback, and connect with other merchants.

## System Status

Check the current status of CheckoutOS services:

**Status Page:** [status.chargezen.com](https://status.chargezen.com/)

Subscribe to status updates to receive notifications about planned maintenance or service disruptions.

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Need more help? [Contact support](https://chargezen.com/docs/checkoutos/troubleshooting/support)