Tickets
Guide to creating meaningful tickets and requesting help
If you have any problems or questions, you can always contact us. However, in order to reduce our support effort, we ask you to take a look at the occasional errors first and see if you can fix it yourself. If you can't get the problem solved on your own, no problem. Under contact you can find the ways how to reach us. But before you contact us, please do us a favor and read through how to create a meaningful ticket first. This will save us some questions and you will get to the solution of your problem faster.
How To Write A Ticket
Describe the error as accurately as possible
Observe exactly when and how the error occurs. For us it is relevant on which page and at which functionality it happens. Try to see if there is an error notification on the website or in the automation tool in case you're expecting to synchronize the data from the cloud with the LazyMerch Automation Tool.
Cloud doesn't work!
Hello, I have an error with the Workspace of the Cloud. It seems that my input isn't saved correctly. Even when refreshing the page, the issue continues to appear.
Let us know what you have tried so far
Since you've already taken a look into the occasional errors, you've probably already tried the first steps to fix the error yourself. Let us know so that these first troubleshooting steps are already clarified.
Hi, when I write a listing on Workspace nothing is saved.
Hi, when I write a listing on Workspace I get the issue that my designs and listings don't appear in the Overview of the cloud. I did ensure that I filled all the necessary parts and clicked on the Save button at the bottom. When clicking on the Save button the page isn't showing an error message nor a successfully saved message.
Send us the logs (in case you're experiencing synchronization issues with the automation tool)
When running the automation tool, log files are created that record certain steps. There are the system logs, which only refer to the tool and system processes, and the upload logs, which only record the steps of the upload process to a platform. If you experience problems during an upload process, the upload log of the affected platform is usually sufficient. In case of doubt, however, it does not hurt to send both logs. Please do not send screenshots of the Log Console in the tool. This only gives us a snapshot. We need the full log files to be able to follow up on several clues over the duration of the whole upload. You can find the folder containing the log files here:
Screenshots and videos help
Screenshots and videos that illustrate your problem are not absolutely necessary, but always helpful. If you feel you can clarify it with videos or screenshots and have the time and inclination, we appreciate your willingness to help.
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