Support Tickets

Support Tickets

Use the Support Portal to get help with an account, order, connection, migration, or validation issue. Open Support from the Dashboard, create a request with the relevant evidence, and follow the conversation in My tickets.

Keep follow-up questions and evidence for the same issue in one ticket. Create a separate request for an unrelated problem.

Open the Support Portal

1. Sign in to your Next-Cart account and open the Dashboard.
2. Select Support in the sidebar.
3. Check that the Support Portal shows the intended account. Use Home to start a request, My tickets to track submitted requests, or New ticket to open a blank request form.

The Home page provides three navigation blocks:

Block	Action	Destination
Ask our team	Create a ticket	Open the new-ticket form.
Track your requests	View my tickets	Open your submitted requests in My tickets.
Explore Next-Cart Docs	Browse documentation	Open the Documentation.

Start a request with Get help

The input on Home is a quick starting point for a new request. Ticket search is on My tickets.

1. Enter a short explanation of what you need help with in the Home input field.
2. Click Get help. The New ticket form opens with that text in What do you need help with?
3. Review the summary, complete Details and the other relevant fields below, then click Create ticket to submit the request.

Selecting Get help starts the request; complete and submit the form to create the ticket. You can also open the form directly through New ticket or Ask our team > Create a ticket.

Submit a new support ticket

Complete the form with enough detail to identify the affected project and reproduce the issue.

1. In What do you need help with?, enter or review the short issue summary. Use 5 to 180 characters; leading and trailing spaces do not count toward the minimum.
2. Select the relevant Topic. Do not leave the displayed choice unchanged when it does not describe your request.
3. Enter Migration or order ID when the issue concerns a specific migration or purchase. This field is optional, but the ID helps the team locate the right project.
4. Use Cc to include other contacts in the initial message when needed. Enter their email addresses separated by commas. Choose Cc separately for later replies; the initial recipients are not automatically a permanent copy list.
5. In Details, describe what you expected, what happened instead, when you first noticed it, and the actions or recent changes that led to it. Use 15 to 500,000 characters; leading and trailing spaces do not count. Include the relevant evidence from the next section.
6. Under Attachments, click Attach files to add relevant screenshots, logs, or other supporting material. You can attach up to 10 files, with a maximum of 25 MB per file.
7. Remove passwords, payment card details, secret API keys, and unrelated private information. Confirm the checkbox stating that the request does not contain passwords or payment card details.
8. Click Create ticket. Follow the submitted request in My tickets. Replies are also sent to your Next-Cart account email.

If Support requests migration access

Use Delegate Access when a Next-Cart specialist asks for access to a purchased migration. Do not send your password, 2FA codes, Backup Codes, or other sign-in secrets in a ticket. Ask Support for the appropriate secure transfer path when sensitive evidence is necessary.

Give Support enough diagnostic context

Include the details that apply to the issue. A few precise examples are more useful than an unrelated full data export.

• Project: the migration or order ID, Migration Service, visible project or order status, Source and Target Platforms, and affected store.
• Location and action: the screen or phase you were using, the action you performed, the exact error message or unexpected result, and whether it occurs consistently.
• Expected result: the record, value, relationship, or behavior that should have appeared.
• Examples: relevant SKUs, record IDs, order numbers, URLs, timestamps, screenshots, or privacy-safe log excerpts.
• Recent changes: any configuration, access, store, or file changes before the issue began.
• Timing: the launch date, time zone, and operational impact when the issue is time-sensitive.

Use Activity Timeline for execution events and operational activity, not as a record of every Configuration setting. When reporting a configuration problem, identify the actual settings and the resulting target data. See Migrations for project information and Validate and Launch Your Target Store for result checks.

Check ticket status from Home

1. On Home, find Track your requests and click View my tickets. You can also click My tickets in the navigation.
2. Locate the request using its subject or ticket number, or apply a status filter.
3. Open the request and review the latest reply before adding more information. Keep the response in the same conversation.

Filter tickets by status

The My tickets page provides five filters:

Filter	Tickets shown
All	Tickets across all statuses.
Open	Tickets with the Open status.
Waiting	Tickets with the Waiting status.
Solved	Tickets with the Solved status.
Closed	Tickets with the Closed status.

Read the latest reply to determine whether an action is needed from you. A status alone does not explain the required next step.

Search submitted tickets

On My tickets, use Search by subject or ticket number to locate an existing request.

If it does not appear:

1. Clear the search text and select All.
2. Check that you are signed in to the account used to submit the ticket.
3. Search again by ticket number or a shorter part of the subject before creating another request.

The empty-state Create your first ticket button and the New ticket button both provide entry points for a new request.

Add Support to your device

Use Add to device to open Support directly from your desktop or home screen. An App Store or Google Play download is not required.

Desktop

1. Open the Support Portal in your browser and confirm the signed-in Next-Cart account.
2. Click Add to device.
3. In the Install app pop-up for Next-Cart Support, click Install.
4. Open the installed Next-Cart Support portal for direct access. Check the account shown before submitting a request; sign in again if prompted.

The portal uses the active Next-Cart account for that session. Adding it to a device does not create a different support account.

Mobile

1. Open the Support Portal in your mobile browser.
2. Tap Add to device to display the setup instructions: “Add Support to this device: Tap Share, then ‘Add to Home Screen.’”
3. Follow the prompt: tap Share, then Add to Home Screen.
4. Enter a name for the app and tap Add.
5. Open the new home-screen shortcut to access Support and check the signed-in account.

Follow the installation instructions displayed by your browser when its controls differ.

If you have not received a reply

Open My tickets before creating another request. Confirm that you are signed in to the account used for the ticket, locate the request by subject or ticket number, and review its status and latest conversation.

Ticket replies are also sent to the email address associated with the request. If the ticket has a reply in My tickets but no email notification arrived, check the mailbox spam or junk folder and continue the conversation in the existing ticket. Do not submit a duplicate ticket solely because an email notification is missing.

If the request exists and still needs attention, add any material new evidence to the same ticket so the investigation remains in one thread. Support availability and response expectations follow the applicable purchased service and service terms; this guide does not assign a fixed response-time guarantee.

Support channels

Use the Support Portal for migration-service support, including account, order, connection, configuration, execution, and validation issues. Create or continue the applicable ticket there so the request, evidence, and replies remain attached to one case.

Replies are also delivered to the email address associated with the request. Use the ticket itself as the primary case record and keep follow-up information in that thread.

Respond and verify before closure

Reply in the existing ticket when Support requests more information. After a proposed fix, recheck the affected task before treating the issue as resolved.

Issue	What to verify
Account or order	The account, payment, invoice, or purchased migration shows the expected state.
Connection	The required Source and Target setup can proceed without the reported connection failure. Test Connection is an optional access check.
Configuration	The selected data, options, mappings, Add-ons, and approved Custom requirements match the intended scope.
Migration execution	The migration can proceed and the expected execution action is available.
Migrated data	Representative records in the Target Store match the expected result or an accepted limitation is understood.
Launch blocker	The blocking issue is resolved or the project has an approved alternative.

Failure handling

Issue	What to do
Get help opens a form but no ticket exists yet	Complete the required fields and click Create ticket. The Home input starts the request; it does not replace submission.
Create ticket is unavailable	Review the summary and Details validation messages and the sensitive-information confirmation checkbox.
An attachment is rejected	Check the limit of 10 files and 25 MB per file. Remove unrelated content. If the evidence still cannot be attached, describe it and ask Support for an appropriate transfer method.
A ticket is not visible	Clear the search, select All, and verify the signed-in account before submitting a duplicate.
Support asks for more information	Reply in the same ticket with the requested details and examples. Choose Cc separately when contacts need to receive that reply.
The issue still occurs after a fix	Retest the same representative examples and reply with the updated result and evidence.
Adding Support to the device is not completed	Continue using the Support Portal in the browser and follow the device’s displayed installation instructions.

What support covers

Use Support for migration-service questions, unexpected results, connection or configuration problems, failed or skipped records, validation findings, and other issues that require investigation. Include the affected migration reference, representative records, the observed result, and the expected result so the request can be qualified efficiently.

Support availability and any service-specific entitlement are governed by the purchased service and the applicable service terms. Do not rely on an old fixed support-duration statement. If a request introduces new scope, bespoke transformation, unsupported platform behavior, or engineering work, it may need Custom Service review rather than ordinary troubleshooting.

Next Steps

Situation	Go to
You need the order number or payment state	Orders
You need the purchased migration, path, Statistics, or Activity Timeline	Migrations
Support asks for access to the purchased migration	Delegate Access
You need to review Dashboard activity before submitting	Dashboard Home
You need to prepare a Custom Service quote request	Prepare Custom Service Requirements and Purchase a Migration
You need to verify migrated records before replying	Validate and Launch Your Target Store
You need to troubleshoot before escalating	Troubleshooting