Welcome to Portless! We are here to ensure your shipping and fulfillment experience is seamless. Whether you need a quick answer from our documentation or personalized assistance from a support agent, this guide outlines the best ways to get the help you need.
Find quick answers in the Help Center
Before reaching out to our team, we recommend visiting the Portless Help Center. Most common questions regarding integration, billing, and shipping already have detailed, step-by-step guides available.
Search for answers: Use the search bar to find specific topics or keywords.
Browse by category: Navigate through organized sections to learn about different Portless features.
By using the Help Center, you can often resolve your issues immediately without waiting for a response from an agent.
Things to keep in mind
We are currently upgrading our systems to improve your experience.
Our official Live Chat functionality launches on Monday, March 16th, at 9:00 AM EST.
Our human support team is currently standing by and ready to assist you via email and tickets.
Access the Merchant Admin Portal
To ensure your request is routed to the correct team and handled quickly, all support tickets must be submitted through the Merchant Portal.
Before you can submit a ticket, you must be logged into your account. If you are having trouble accessing the portal, please refer to our guide:
Submit a support ticket
If you cannot find your answer in the Help Center, you can contact our support team directly using one of two methods:
Email our team
Send an email to [email protected] with your account details and a description of your issue.
Use the Merchant Portal
Log in to your Merchant Admin Portal.
Click the chat bubble icon located in the lower-right corner of your screen.
Click on Send us a message and type your message into the composer. (Note: While this looks like a chat interface, it creates an email ticket for our team).
Send your message, and an agent will typically respond within one or two hours.
Troubleshooting unable to submit support tickets
If a team member is unable to submit a ticket to our Customer Support Team, it is likely because they do not yet have an active account in the Merchant Portal.
To add a new team member and enable their support privileges, follow our step-by-step guide:
Manage your existing tickets
You can track the progress of your inquiries directly through your portal to ensure nothing falls through the cracks.
Navigate to the Support tab.
In the new browser window, click on the Tickets portal to view your team's existing tickets.
Review your ticket IDs and their current status. This is what it looks like:
Use the search box to find a specific request.
Apply filters based on the creation date, ticket type, or status to organize your view.
Respond to your tickets
Managing your support requests is simple. Once you submit a ticket, our team jumps into action. You can track the progress of your inquiry by monitoring these statuses:
Ticket Status Definitions
Submitted: We’ve received your ticket and assigned it to a support agent. Expect a response shortly.
In Progress: Our team is currently investigating your inquiry or working on a solution.
Waiting on You: We need additional details to move forward. Please reply at your earliest convenience so we can wrap things up for you.
Resolved: The issue has been successfully addressed, and the ticket is closed. You can reply to the ticket if you have follow-up questions.
If a ticket requires your input, follow these steps:
Access the Tickets portal.
Filter your view by selecting the Waiting on you status, or simply browse your ticket list.
Next, click on View conversation.
Once the chat box opens, you can begin typing to join the discussion or reply to existing messages.
