Troubleshooting Overview
Quick solutions to common issues and how to get help.
Quick Diagnosis
Is It a Known Issue?
- Check our Status Page for outages
- Review recent updates in Settings → What's New
- Search this troubleshooting guide
Gather Information
Before troubleshooting, note:
- What you were trying to do
- The exact error message
- When it started happening
- What changed recently
Common Categories
Common Issues
- Tickets not appearing
- Search not working
- Slow performance
- Login problems
Integration Issues
- Email not connecting
- Shopify sync problems
- Slack notifications not working
- Widget issues
Error Messages
- Error code reference
- What each error means
- How to resolve
Getting Support
- How to contact us
- What information to provide
- Response times
Quick Fixes
Try These First
- Refresh the page: Cmd/Ctrl + R
- Clear browser cache: Cmd/Ctrl + Shift + Delete
- Try incognito mode: Rules out extensions
- Try different browser: Rules out browser issues
- Check your internet: Try other sites
Still Not Working?
If basic steps don't help:
- Check the specific troubleshooting section
- Review error messages carefully
- Contact support with details
Self-Service Resources
Status Page
Real-time system status:
- Service availability
- Planned maintenance
- Incident history
Visit: status.relay.help
Release Notes
Recent changes that might affect behavior:
- New features
- Bug fixes
- Known issues
Find in: Settings → What's New
Community Forum
Search for similar issues:
- User discussions
- Workarounds
- Tips and tricks
Visit: community.relay.help
When to Contact Support
You Should Contact Us If:
- Issue persists after troubleshooting
- You see error messages you don't understand
- Data appears missing or incorrect
- Security-related concerns
- Integration setup assistance needed
Before Contacting
Gather this information:
- Your organization name
- Steps to reproduce the issue
- Screenshots or error messages
- Browser and device info
- When the issue started
Emergency Issues
Data or Security Concerns
For urgent security issues:
- Email: security@relay.help
- Include "URGENT" in subject
Service Outages
If Relay is completely unavailable:
- Check status.relay.help
- Follow @RelayStatus on Twitter
- We'll communicate updates