If you're experiencing an issue with your Cratejoy merchant account, storefront, Marketplace listing or anything else related to your Cratejoy store and you can't find the answer in our help articles, we have a few ways to reach out to our Merchant Support team.
Cratejoy Merchant Support Hours
- Email support is available between 9:00PM and 6:00PM Central Time, 7 days a week
- Live Chat support is available between 11:00AM and 3:00PM Central Time, Monday - Friday
Submit a Ticket
From within your Merchant Portal you can click the blue Help button in the upper right hand corner that will bring up a helpful menu with popular help articles and other resources:
When you create a support ticket you can expect a response within 24 hours of us receiving your message.
Send a Direct Email
Email the Merchant Success team at firstname.lastname@example.org will also create a support ticket which is helpful if you're not near a computer that you can log into your Merchant Portal with. These tickets are handled in the exact same way as ones submitted through your Portal.
Be sure to include all the information that you would include if submitting a ticket.
Start a Live Chat
Currently, we're in the beta test of live chat support for Cratejoy Merchants. You're able to initiate a chat Monday - Friday from 11:00am to 3:00pm CST. Please note, we may have chat disabled during certain times for Cratejoy Events, meetings or other occasions.
Live Chat is best reserved for quick questions like How do I hide a product or How do I create a coupon? Design questions, product billing and shipping schedule questions and other more complex issues should be submitted as a Ticket through your Portal or by email.
To initiate a Live Chat, log into your Merchant Portal, there should be a small widget in the lower left hand corner of your page. If you don't see this widget, this means Live Chat is not currently enabled and we'll be back later.
Ask your Peers
Cratejoy merchants have two Facebook Groups that are great for asking questions to the Cratejoy Team and your fellow Cratejoy Merchants.
This community is for all Cratejoy Merchants, to join simply request access on the Facebook Group Page:
This group consists of mostly, but not exclusively, Cratejoy merchants who have < 100 subscribers. That means that some of them haven't even launched yet, while others of you are already pushing decent revenue. The goal of this group is to provide a place for exchange of ideas and strategies for planning, launching, and scaling your subscription business.
Please be sure to read the Rules and Description and search for your question before posting for each group!