How to contact Acenda Support: Open a support chat or ticket
Need help with Acenda? You can reach Acenda support, start a live chat, or open a support ticket directly from your Acenda admin account.
How do I open a support chat or submit a ticket?
Log in to Acenda Admin.
Look for the floating blue support circle in the bottom-right corner. It's on every page of the admin tool.
Click the circle to open the chat and send Acenda support a message. This starts a support case, also called a support ticket, that the Acenda team can follow up on.
What to include in your message
The faster Acenda support understands the problem, the faster it can fix it. Where they apply, include:
Your store or organization name
The channel or integration involved (for example Target+, Walmart, ShipStation)
The order number or SKU affected
The exact error text, copied or screenshotted rather than paraphrased
What you've already tried
A screenshot of what you're seeing
Never send passwords, 2FA codes, API keys, client secrets, or access tokens in a chat, ticket, or email — even to Acenda Support. Acenda support will never ask you for them.
Can't sign in?
The support chat only loads once you're signed in to Acenda Admin, so if you're locked out you won't see the blue circle. In that case, email [email protected] directly and Acenda support will help you regain access.
Lost your authenticator / new phone: see How to reset two-factor authentication (2FA) in Acenda Admin. An Owner or Admin on your team can reset your 2FA from the Users page with Reset 2FA. If you're the only Owner or Admin, Acenda Support can reset it for you.
Your 2FA code is being rejected: see Troubleshooting: Acenda 2FA code isn't working
If you'd rather skip authenticator codes altogether, Acenda also supports signing in with Google — choose the Google option on the sign-in page instead of entering a password.
When is Acenda Support available?
Acenda support is available 9 AM to 5 PM PT, Monday through Friday, and closed on major holidays.
Do I need to be logged in to get help?
Yes, to use the chat. Log in to your Acenda admin account and use the blue support circle in the bottom-right corner to start a chat or open a ticket. If you can't log in at all, see Can't sign in? above.
Before you contact Acenda support: you might find your answer faster by checking the Video Guide Tutorials or searching the Help Center. Both are also available from the sidebar under HELP > Help & Resources.
Troubleshooting & FAQ
When is Acenda Support available? Support is available 9 AM to 5 PM PT, Monday through Friday, and closed on major holidays.
What should I do if I can't sign in and can't see the support circle? Email [email protected] directly and Acenda support will help you regain access.
What should I never send to Support? Never send passwords, 2FA codes, API keys, client secrets or access tokens in a chat, ticket or email. Acenda support never asks for them.
Related articles
Related: Acenda training and onboarding
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