Out of Hours: How to get Emergency Support
Our office hours are 09:00 - 17:00 (UK Time) Monday - Friday
If you have an urgent issue outside of office hours and your issue is a genuine emergency, such as:
- You can't access ChannelGrabber - like, at all
- ChannelGrabber is really slow or completely unresponsive
- You cannot process orders or update stock
Send us the following message through the Intercom chat system:
"I have an emergency issue"
If you're unable to access live chat, email the same message to firstname.lastname@example.org
How to aid us in getting a quicker resolution
If your issue is relating to orders, please include the Order ID(s) in your support query.
If your issue is relating to stock control, please include the SKU(s) for an example product 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! :)
What you can expect if you raise an emergency issue
This will alert all of our support staff so that the first available agent can stop what they're doing and check this out for you. 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 will be responded to as soon as possible.
Please bear in mind that an emergency issue means someone is literally cancelling their dinner/weekend plans or jumping out of bed to investigate, so we thank you in advance for being considerate when deciding if an issue is an emergency or not!
Thank you for following our support processes and helping us to help you!