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The Support & Bugs section lets you contact the Hurry team directly from the platform. From here you can open tickets to request help, get answers about your setup or report any technical problem you find while using Hurry. All tickets are saved in your account so you can check their history and continue the conversation with the support team until the question or issue is resolved.

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Ticket types

When you create a new ticket, choose between two options:

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Support

Use a Support ticket when you need help using or setting up Hurry. For example:
  • Questions while setting up a store.
  • Help connecting a payment gateway.
  • Problems during an integration.
  • Questions about automations, templates or pixels.
  • Questions about a platform feature.
  • Any other question related to your account.
Support tickets work as a direct conversation with our team. Once the ticket is sent, you can explain your case, receive replies from the Hurry team and continue the conversation in the same thread until your question is resolved.

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Bug Report

Use Bug Report when you find an error or unexpected behavior in the platform. For example:
  • A page that doesn’t load correctly.
  • A button that doesn’t respond.
  • An unexpected error when performing an action.
  • Information that isn’t displayed correctly.
  • A feature that doesn’t behave as it should.
Bug reports go straight to the team so they can review, reproduce and fix the problem.
Recommendation: The more information you include in the report, the faster we can identify the problem. Explain what you were doing, what you expected to happen and what actually happened.

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Open a ticket

To create a new ticket, go to the Support & Bugs section.
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Select the type of ticket you want to open:
  • Support
  • Bug Report
Then fill in the following fields.

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Subject

Write a short, clear summary of your question or problem. For example:
  • I can’t connect Stripe.
  • Question about an automation.
  • The checkout doesn’t load.
  • Problem saving a template.
  • Meta events aren’t showing up.
A clear subject helps the team quickly understand the reason for the ticket.

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Description

Explain your question or problem in as much detail as possible. If you’re reporting an error, try to include:
  • What action you were performing.
  • Which section the problem occurred in.
  • What you expected to happen.
  • What actually happened.
  • Whether the problem always happens or only sometimes.
  • Any other detail that could help reproduce the error.
Once you’ve filled in the information, click Send ticket.

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My tickets

In the My tickets section you can see all the tickets you’ve opened. From here you can check their status, open each ticket’s details and continue the conversation with the Hurry team.
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Conversation within the ticket

Each ticket has its own conversation thread. Within the ticket you can:
  • See your initial message.
  • Read the support team’s replies.
  • Answer the team’s questions.
  • Add new information about the problem.
  • Run tests and share the results.
  • Continue the conversation until the question is resolved.
This keeps all the information about an issue in the same thread, so no context is lost and nothing needs repeating.
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For example, a support conversation could go like this: User: I can’t connect my Stripe account. Support: We’ve reviewed the setup. Can you confirm the subdomain’s DNS record has already propagated? User: Yes, it has propagated, but I still see an error when saving. Support: Great. We’ve reviewed the setup and found the problem. Please try again now. User: Fixed, thanks. Once the problem is resolved, the ticket can be marked as solved.

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Support or Bug Report?

If you’re not sure which option to use: If you’re not sure which type to select, open a Support ticket and the team will review your case.

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Tips for getting help faster

So we can help you as quickly as possible:
  • Use a clear subject.
  • Explain the problem in detail.
  • Say which store or feature is affected.
  • Describe the steps you took before the error.
  • Don’t open several tickets for the same problem.
The whole conversation stays available in the ticket until the case is resolved.