How to Contact an AutoDS Support Agent

Introduction

This article explains how to contact AutoDS support and what to expect when you start a conversation. Whether you're facing a technical problem, an order issue, or have a billing question, this guide will help you:

• Understand how the support conversation flow works
• Choose the right category when asking for help
• Get faster answers by providing accurate details

 

Benefits

• Quickly find solutions through relevant help articles
• Automatically route your request to the correct support team
• Minimize wait time by collecting essential details upfront
• Ensure your case reaches the right team based on your selected category

 

 

How AutoDS support works

AutoDS support starts with a guided conversation. Based on what you select, the system will:

• Share a relevant help article
• Ask for additional details (like your email or order ID)
• Give you the option to speak to an agent or create a ticket

Your answers help us send your request to the right team, which speeds up the resolution.

 

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How to start a support conversation

1. Go to your AutoDS dashboard
   If the account was created using a Google email, click “Log in with Google” on the login page.
2. Click in the conversation icon at the bottom-right corner of the screen.
   This icon is available on multiple pages, including the Help Center, the AutoDS platform, and the AutoDS website.

3. Select the category that best fits your needs

4. Follow the steps and answer the questions clearly

Even if you receive an article first, you can continue the conversation or request more help.

 

 

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How to get help from the right team

When starting a conversation, you'll choose a category that describes your issue. These categories help direct your request to the right support team. Some lead to articles, others to tickets or live chat.

To avoid delays:

• Select the category that best matches your problem.
• Use a valid email address.
• Add helpful details like order ID, supplier link, or screenshots.

 

Menu Breakdown

Main Menu	Submenu	Nested Submenu
Technical Support	Registration, Login, Add Store	Registration Login Add Store
	Add Products, Explore Marketplace, Product Finder	Add Products Explore Marketplace Product Finder
	Price Monitoring, Stock Changes, Settings & Setup	Product on hold or out of stock
		How we monitor Amazon suppliers
		Settings & Setup
	AutoDS China Sourcing Service	Order Question Product Question
	Ooops! Something isn’t working	N/A
	Connecting Untracked Products	N/A
	MIP	N/A
Account Questions	Billing	Payment Inquiries (Subscription Plan, Credits, Add-ons or Balance) Clarification Request
	Updating Details	N/A
	Cancellation	N/A
	Plan Change	Upgrade or Downgrade Change Selling Channel Change from yearly to monthly
Orders Assistance	Order Setup	Manual Orders Automated Orders Fulfilled by AutoDS
	Existing Order	Follow the steps to create an order-specific ticket
Contact Mentor	Based on Add-on Active/Inactive	If Active: Ticket If Inactive: Link to Mentorship Article

 

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Common topics and what to select

If your issue is about…	Choose this in the conversation menu
I can't log in or connect a store	Technical Support → Registration, Login, Add Store
Products not importing or listing properly	Technical Support → Add Products, Marketplace, Product Finder
Monitoring issues (price/stock not updating)	Technical Support → Price Monitoring, Stock Changes, Setup
Payment, balance, credits or payment inquiries	Account Settings → Billing
Canceling or changing your subscription plan	Account Settings → Plan Change
Issues with automated or manual orders	Orders Assistance → Order Setup
Questions about a specific order	Orders Assistance → Existing Order
Mentorship support (if you're enrolled)	Contact Mentor

 

 

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How to submit a ticket for a FBA order? 

To contact the Support Team regarding an FBA order, follow the steps below:

1. Go to the Orders page in your AutoDS account.
2. Locate the relevant order and click the three-dot icon.
3. Select “Create a ticket about the order.”
4. On the new page, choose the option that best describes the issue.
5. Submit your ticket.
   The Support Team will review the request and reply.

👉 Read more about Fulfilled by AutoDS (FBA).

 

 

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How to manage and follow up your tickets

To access and manage your tickets anytime, please follow the following step-by-step:

1. Go to the main menu in your AutoDS Account. 
2. Click Support Center.
3. Select View and Manage My Support Tickets.

From this page, you can check the status of each ticket, view replies, and follow up if needed.

You’ll also receive all ticket updates by email. Be sure to check your inbox (and spam/junk folder) regularly. We recommend adding AutoDS to your trusted senders list to avoid missing replies.

 

 

 

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Support availability

AutoDS support is available 7 days a week through the conversation button on your dashboard.

Here’s what you should know:

• The AutoDS support team is available 24/7. 
• Live chat: If you find the chat unavailable at that moment, please try again later — it means all our agents are currently busy. This can happen during busier days or reduced hours, but the chat will reopen soon.
• Tickets: Handled daily, including weekends, in the order they’re received

 

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Steps to report a bug in the platform  

A bug is an unexpected behavior or error that causes a feature on the platform to not work as intended. It may affect how data is displayed, how buttons respond, how automations behave, or even cause certain processes to fail.

To report a bug effectively:

Action	Details
Capture evidence	Take a screenshot or video of the issue
Record context	Copy the URL, note any relevant order IDs or timestamps
Submit details	Contact support via ticket with all the information requested

Providing all relevant information allows the team to identify and resolve the issue more efficiently. 

👉Learn more about how AutoDS handles bugs, issues, and unexpected platform behavior

 

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Frequently Asked Questions (FAQ)

Q: What happens if I select the wrong category in the conversation?
A: Don’t worry — you can always go back and choose another option. But choosing the right one from the start helps route your request faster.

Q: Can I skip the article and talk to someone?
A: Yes. If the article doesn't solve your problem, you’ll always be given the option to continue the conversation or request further support.

Q: Can I contact support via email or phone?
A: Our chat is offered only through either live chat or ticket creation.

Q: Can I track previous support conversations?
A: Yes. Your past conversations remain visible in the chat window so you can reference them anytime.

Q: I selected the yearly plan but want the monthly one. What should I do?
A: Click in the conversation button and select Account Settings > Plan Change. 

Q: How do I withdraw money from my managed balance?
A: Open a ticket under Account Questions > Billing > Payment Inquiries > Balance.

Q: I submitted a return request and want to verify the financial details.
A: : Wait at least 48 hours for the request to be processed by our team. If it takes longer, click the conversation button and select Orders Assistance > Existing Order, and follow the steps to create an order-specific ticket

Q: I want to move from one AutoDS account to another.
A: AutoDS does not provide CSV exports or tools for account transfers. In specific cases, our team may manually transfer the account when there's a technical reason. To request help, click the conversation button and select Technical Support > Registration. 

Q: I want to move products between stores.
A:  You can also use the AutoDS Helper Extension to speed up the process (Learn More).