How to report a problem or suggest a feature

Found something broken, or have an idea that would make EcomUp better? Send it to the EcomUp team from Help & Support. You can attach a screenshot, and you can follow each report's status and read the team's reply.

Before you start

• Owners can always send reports. Team members need a role that includes feedback (the built-in Manager, Admin and Super Admin roles do).
• If something is broken, take a screenshot first. It helps the team fix it faster.

Steps

1. Click your name at the bottom of the left menu, then Help & Support.
2. Pick a tab: Report a problem or Feature suggestion.

   

3. Type a short Subject, for example "Order status not updating after delivery".
4. In Description, explain it. For a problem: which page, what you did, what you expected, and what happened instead. For a feature: what you're trying to do and how it would help.
5. Add a file in Attachment (optional) if you have one: an image, PDF or Word document, up to 10MB.
6. Click Send report. You'll see "Report sent — thanks for the feedback."

Follow up on a report

1. On the same page, look at Your reports.
2. Each report shows its status: Open, In Progress, Resolved or Closed.
3. Click a report to open it and read the Response from the team.

   

Tips

• One problem per report makes it easier to track.
• For a question about your plan or a payment, you can also click Contact support in Settings → Billing & Plan to open a live chat.
• Before reporting, search this help center. Your answer may already be here.

Troubleshooting

“Subject is required” or “Description is required”

Both fields must have text before you can send.

“File is too large. Max 10MB.”

Use a smaller file, crop the screenshot, or save it as JPEG.

“Invalid attachment type. Only images, PDF, or Doc files are allowed.”

Attach a PNG, JPG, WEBP, GIF, PDF, DOC or DOCX file.

I can't see Help & Support

Your role doesn't include feedback. Ask the store owner to add it to your role.

Related articles

• Welcome to EcomUp
• Manage your plan and billing
• Invite team members and manage roles