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Out of Hours: How to Get Emergency Support
Out of Hours: How to Get Emergency Support

What to do if there is an emergency problem with your account outside of usual office hours

Chelsea Kelly avatar
Written by Chelsea Kelly
Updated over a week ago

Uh-oh! If you're reading this article it’s likely you've encountered a major problem and we're not responding on live chat.

First of all, don’t panic.

We’ve trained for this. We’re here... Always.

To reach our Emergency Support, please send us a message with the following structure;

Check initially if your issue is an emergency, such as:

  • You cannot login or access Cloud Commerce Pro at all

  • Cloud Commerce Pro is completely unresponsive

  • You have 10 or more missing orders that were placed on the channel over the last couple of hours

  • You are unable to print 10 or more orders

Check out these articles which may assist with your issue:

I still have an Emergency issue that isn't noted in this Guide

If you are unable to resolve your query then please use the following business impact option when raising a live chat.

"All work has stopped and there is no workaround"

Alternatively if you are contacting in via an email then please send us the following message through

"I have an emergency issue"

If for some reason, you're unable to access our this, then email the same message to:

This will alert the next available staff member to check this out for you urgently. We may need some time to get our machines up and running to assist you but rest assured, if you send us the above message, you have been heard and we will respond as soon as possible.

If you have an emergency issue that does not fit the criteria above, please send us a message anyway. We'll look into it as soon as we can, but do please bear in mind that an emergency issue means someone is literally cancelling their dinner plans or jumping out of bed to investigate. We thank you in advance for being considerate when deciding if an issue is an emergency or not!

Our office hours are 8:00-17:30 Mon-Fri (BST).

Aid us in getting a quicker resolution

  • If your issue is relating to an order, please include the Order ID in your support query.

  • If your issue is relating to stock control, please include the SKU(s) for an example for us to look at.

This will enable us to start investigating your issue straight away and get back to you with a resolution quicker. The more information you can give us, the less we need to come back and ask for.

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