Whether you're facing a technical problem, an order issue, or have a billing question, the AutoDS support system provides immediate assistance through Orin, our intelligent support assistant, and seamless access to our support team when needed. You can access your conversation history, manage tickets, and attach screenshots or videos to provide clearer explanations of your case.
With the AutoDS support system, you can:
Get instant answers from Orin, our support assistant, available 24/7.
View your complete conversation and ticket history anytime.
Attach screenshots, videos, and files to your requests.
Connect with the human support team when needed.
Track all your tickets in one centralized location.
Tip:
For the fastest support experience, start by describing your specific issue to Orin instead of asking for an "agent" or "human support."
This approach gives you:
Instant help: Orin answers immediately, utilizing our comprehensive knowledge base.
No waiting: Avoid longer wait times during high-traffic days.
No searching: Get answers without browsing through articles.
Tell Orin what you need, and you'll receive help promptly.
When AutoDS support is available
The AutoDS support system provides assistance whenever you need it through both Orin, our support assistant, and the human support team.
Orin support assistant
Orin is available 24 hours a day, 7 days a week, providing instant responses to all your questions. It has access to our complete knowledge base and can help with AutoDS features, dropshipping processes, and common issues.
AutoDS human support team
The human support team is available 24 hours a day, 7 days a week. All tickets are handled daily, including weekends, in the order they're received.
How to access AutoDS support
To contact support, access the chat through your AutoDS dashboard. The chat is available on multiple pages, including the Help Center, the AutoDS platform, and the AutoDS website.
To access the AutoDS support chat:
Go to your AutoDS dashboard.
Click the conversation icon at the bottom-right corner of the screen.
The support chat window will open, displaying your recent conversations and tickets.
Note: If you're not logged in, you can still access the conversation icon when browsing the AutoDS website or the Help Center. However, to view your conversation history and access all features, you'll need to log in to your AutoDS account.
The support chat interface
The AutoDS support chat provides easy access to your conversation history, support tickets, and options to start new conversations. When you open the chat window, you'll see different elements depending on your interaction history with the team.
Main interface
When you open the support chat, you'll see:
Recent message: Your last conversation with the team (if you've chatted before).
Search for help: Type keywords to find answers and articles in the Help Center.
Chat with us button: Start a new conversation with the team.
Navigation tabs
At the bottom of the chat window, you'll find three tabs:
Home: The main interface with your recent conversations.
Messages: View your complete conversation history with Orin and the team.
Help: Search the Help Center using keywords.
These icons enable you to easily navigate between your conversations and support tickets, keeping everything organized in one place.
How to start a new support chat
When you have a new question or need assistance, the AutoDS support chat is designed to help you and, whenever necessary, connect you with the team.
To start a new conversation:
Click the conversation icon at the bottom-right corner of your AutoDS dashboard or AutoDS Help Center.
Click the Chat with us button in the chat Home tab.
A blank message window will open where you can type your question or describe the issue you're experiencing.
Write your message clearly, explaining what you need help with or what problem you're facing.
Press Enter or click the send button to submit your message.
Note: You can enhance your request by adding attachments, emojis, GIFs, or even recording an audio message directly in the chat.
How Orin, the support assistant, works
After you send your message to the support chat, you'll receive an immediate response from Orin, our support assistant trained with comprehensive information about the AutoDS platform. Orin has access to our complete knowledge base and can provide instant answers to most questions.
Orin will analyze your question and provide relevant information, help articles, or step-by-step instructions to resolve your issue.
After Orin responds, two things can happen:
Your issue is resolved: Close the chat and continue using the platform.
You need more help: Orin will connect you with a human support agent.
When Orin connects you to the support team
If Orin cannot fully resolve your issue, you'll be offered the option to talk to a specialized agent from our support team.
When this happens, a support ticket is created and assigned to the responsible team. This ensures you get expert assistance when needed while saving time on questions Orin can answer directly.
How to manage and track your support tickets
Support tickets are used to organize and track cases that need human team assistance.
What happens when a support ticket is created
When Orin escalates your case, a support ticket is automatically created and assigned to a team member who will review and respond as soon as possible.
Please note: Your conversation is now a support ticket, not a live chat. Unlike Orin's instant responses, tickets require time for thorough review. Track your ticket progress in the Messages tab using this same conversation. We'll keep you updated in the following hours.
Important: You'll also receive email notifications when the team responds to your ticket.
How to access and track your tickets
The AutoDS platform provides a centralized location where you can view all your support conversations and tickets, check their status, read responses, and follow up when needed.
To access your message history and tickets:
Click the conversation icon at the bottom-right corner of your AutoDS dashboard.
Click the messages icon at the bottom of the chat window to check all of the conversation history, unread message indicators, and visibility into tickets and their statuses.
Note: You can identify tickets in your message history by their tags, such as "Orders Ticket" or "Contact Mentor", which appear next to the conversation title.
Email notifications and ticket updates
You'll receive all AutoDS support ticket updates directly in your email inbox.
To ensure you don't miss any responses:
Check your inbox regularly for updates from AutoDS support.
Check your spam or junk folder if you don't see replies in your main inbox.
Add AutoDS to your trusted senders list to prevent emails from being filtered.
Learn more about how to add AutoDS to your contact list here.
Important: There's no need to open multiple conversations or tickets with the AutoDS support team for the same issue. Opening duplicate chats can actually delay the resolution process.
Best practices for getting the best support
Following these best practices when contacting AutoDS support will help you get faster, more accurate answers and solutions to your questions.
Start with Orin for instant answers
Orin has access to our complete knowledge base. Starting with Orin gives you:
Instant answers: No waiting for an available agent.
Complete knowledge: Access to all help articles and guides.
24/7 availability: Get help anytime, even during peak hours.
Fast resolution: Most questions are resolved quickly.
Just ask Orin your question directly, and you'll receive the information you need.
How to ask effective questions
Get the best support from Orin by asking clear, specific questions.
Be specific about your issue:
Bad example: "My orders aren't working."
Good example: "My order is stuck on 'Processing' status for 3 hours. Order ID: #1234-12345678901234"
Include these details:
Order IDs or product IDs for specific items.
Store name or sales channel (eBay, Shopify, etc.).
Screenshots or videos showing the problem.
Exact error messages (if any).
Steps you've already tried.
Note: Include the Order ID for faster assistance with specific orders.
Ask one question at a time
Focus on your main issue first, then wait for a response before asking follow-ups. This helps the team provide faster, more accurate answers.
How to attach files to your support request
Adding screenshots, videos, or files speeds up the resolution process by helping the AutoDS team understand your issue clearly.
Supported attachment types
You can attach various types of files to your AutoDS support conversations and tickets, including:
Screenshots (PNG, JPG, JPEG, GIF, WEBP).
Videos (MP4, MOV, AVI).
Documents and other relevant files.
File size limit: 100MB per attachment. Upload as many files as needed.
Note: Executable files are not supported due to security risks.
How to attach files in the chat
To attach a file to your AutoDS support message:
Click the attachment icon (paperclip) in the chat window.
Select the file you want to upload from your computer.
Wait for the file to upload completely.
Add any additional context or explanation in your message.
Send your message with the attached file.
Tip: You can attach multiple files to a single message if needed.
How to capture and share screenshots
Screenshots effectively show what's happening on your screen. We recommend the free Lightshot Chrome extension for quick capture.
How to use Lightshot
To capture and share screenshots using Lightshot:
Install the Lightshot Chrome extension.
Click the Lightshot icon in the top-right corner of your Chrome browser.
Select the area of the screen you want to capture by clicking and dragging.
Choose one of three options:
Save: Download and attach using the pin icon in chat.
Copy: Copy (Ctrl+C / Command+C) and paste into chat (Ctrl+V / Command+V).
Link: Generate a shareable link and paste it into chat.
Note: When pasting screenshots, make sure your cursor is in the chat message box.
How to record and share videos
For complex issues requiring process demonstrations or showing unexpected behavior, videos help the team understand and resolve issues quickly.
You can record your screen using Google Chrome extensions. We suggest two options: Screencastify or Loom.
The process typically involves:
Download the extension from the Chrome Web Store.
Creating an account.
Pin the extension icon to your browser toolbar for easy access.
Note: Free versions have recording limits. Evaluate if upgrading is worth it based on your needs.
Copy the share link and paste it in your support chat or ticket.
When to use screenshots or videos
Use screenshots for:
Error messages or unexpected text.
Incorrect data or formatting issues.
Button locations or interface questions.
Product information or settings.
Use videos for:
Multi-step processes leading to an issue.
Unexpected platform behavior over time.
Walking the team through your workflow.
Intermittent issues are not visible in screenshots.
Tip: Include a brief written explanation with your visual documentation.
Support for private suppliers
If you're a private supplier working with AutoDS, contact the support team using the same chat interface.
To contact support as a private supplier:
Click the conversation icon in the bottom-right corner of the platform.
Click the Contact us button to start a new conversation.
Describe your issue, including supplier account details.
The assistant will provide information and create a ticket if needed.
Support for the mentorship program
If you're enrolled in the AutoDS Mentorship Program, request help from your mentor directly through the support chat.
To contact your mentor through the support chat:
Click the conversation icon at the bottom-right corner of your AutoDS dashboard.
Click the Chat with us button to open a new conversation.
Mention that you need help from your mentor or ask a question related to the mentorship program.
If your Mentorship add-on is enabled, your conversation escalates to your mentor.
Note: The Mentorship add-on must be active to access mentor support.
How to report bugs and technical issues
A bug is unexpected behavior causing a feature to not work as intended. Bugs may affect data display, button responses, automations, or cause processes to fail.
Steps to report a bug effectively
To report a bug within the AutoDS platform to our support team, follow the steps below:
Action | Details |
Capture evidence | Take a screenshot or record a video showing the unexpected behavior or error. |
Record context | Copy the URL where the issue occurs, note the exact time it happened, and include any relevant order IDs, product IDs, or other identifiers. |
Describe the issue | Explain what you were trying to do, what you expected to happen, and what actually happened instead. |
Submit details | Contact the AutoDS support, and attach all the information you gathered. |
Important: Be specific. Instead of "the feature doesn't work," explain exactly what happens, which steps you followed, and any error messages received.
Click here to read about how AutoDS handles bugs, issues, and unexpected platform behavior.