Troubleshooting
Contact support
Get help from the Auxx.ai team — how to reach us, what information to include, and expected response times.
If you can't resolve an issue using the documentation, the Auxx.ai support team is here to help.
How to reach us
| Channel | Details |
|---|---|
| [email protected] | |
| In-app | Click Help and resources in the sidebar, then select Contact Support |
What to include
To help us resolve your issue quickly, include the following in your message:
- Your organization name — so we can locate your account
- Description of the issue — what happened, what you expected, and what you see instead
- Steps to reproduce — the exact steps that trigger the problem
- Screenshots or screen recordings — visual context helps us understand the issue faster
- Browser and OS — e.g., Chrome on macOS, Firefox on Windows
- Error messages — copy the full text of any errors you see
Common information for specific issues
Integration problems
- Which integration (Gmail, Outlook, Shopify)
- The email address or store domain connected
- When the issue started
Sync issues
- What data type is affected (products, orders, customers, emails)
- Whether the issue is with manual sync, automatic sync, or both
- Any error messages from the sync job history
Billing issues
- Your current plan name
- The specific billing action you're trying to take
- Any error messages from the payment process
Response times
Our support team aims to respond within one business day. Complex issues may require additional time to investigate.
Self-service resources
Before contacting support, these resources may help: