Get help and contact support

Raise a support ticket from Support in the sidebar, follow its status and reply on the thread, or email support@autotek.io directly. Covers the six ticket topics, what New, In progress, Reply needed, Resolved and Closed mean, and what to send so we can help on the first reply.

The fastest way to reach us is a support ticket, raised from Support in the sidebar. It is available on every plan, to every signed-in customer who can open the app. A ticket keeps your question, our reply and any screenshots together in one thread, so nothing gets lost in an inbox and you can always see where it stands.

Email support is available to everyone, on every plan too. Write to support@autotek.io if you would rather send it directly, or if you cannot sign in.

Before you start

  • Check this Help Center first. Most questions about publishing, billing, bulk upload, fitments and connecting eBay are answered here.
  • Have the exact on-screen message ready, copied word for word. Most publish and revise errors come straight from eBay, so the precise wording tells us far more than a description of it.

Raise a ticket

  1. Open Support from the sidebar.
  2. Click New ticket at the top of your list of tickets. If you have no tickets yet, the form is already open.
  3. Under Topic, pick the one that fits best: Bug, Feature, Billing, Account, eBay or General. General is picked to start with.
  4. Write a short Subject, then describe what happened in Message, using the details in the table below.
  5. To add screenshots, click Add files. You can add up to 3 files, 5 MB each.
  6. Click Send ticket. The new ticket opens in the form's place with its reference at the top, and it is added to your list.

What to include

| Detail | Example or where to find it | |---|---| | Your SKU | For example BAP-00001, shown on the inventory row and in the item detail | | The part number | The manufacturer part number for the item | | The marketplace | For example eBay US, eBay UK, eBay Germany or autotek.ae | | The exact on-screen message | Copy the full text of the error or status, for example from a Failed item | | What you were doing | For example "publishing 40 items" or "bulk upload of 500 rows" | | A screenshot | Optional, but helpful for anything about layout or a status. Add it with Add files on the new ticket form, or with Attach in the reply box of an open ticket. You can add up to 3 files at a time, 5 MB each, as JPG, PNG, WebP, GIF or PDF. A file that is larger or of another type is not added, and a short note says why |

The exact on-screen message matters most. Sending the wording as it appears lets us pinpoint the cause far quicker than a paraphrase.

Tracking your ticket

Everything you have raised is listed under Support, in the Tickets list. Tickets that wait for your answer come first, marked Reply needed, then your other open tickets, then the finished ones. A blue dot marks a ticket with a new reply. The buttons All, Open and Closed narrow the list: Closed shows resolved and closed tickets, and Open shows the rest.

Open any ticket to read the thread and reply on it, so you never have to explain the problem twice. On a computer the ticket opens beside the list. On a phone or tablet, tap a ticket to open it, and use the back arrow to return to the list. Write in the reply box and click Send. On a computer, Enter also sends and Shift+Enter starts a new line.

When we respond, or when the status changes, you get a notification in the app and an email.

| Status | What it means | |---|---| | New | Received, waiting for the team to pick it up | | In progress | Someone is actively working on it | | Reply needed | We have asked you something and are waiting on you. The ticket moves to the top of your list, and the reply box reads GridX Support is waiting for your reply. | | Resolved | We believe it is fixed — reply on the thread if it is not | | Closed | Finished. Tickets left at Reply needed or Resolved close automatically after 14 days without activity |

> [!TIP] > A closed ticket is not a dead end. It has no reply box, but it offers New ticket in its place. If the same problem comes back, raise a new one and quote the old reference, and we can read the whole history from it.

Email instead

Write to support@autotek.io whenever you prefer, and always if you cannot get into the app — a sign-in problem, or an account you have lost access to. Include your account email so we can find you, along with the same details from the table above.

A ticket is usually the better route when you can reach the app: it carries your account details automatically, keeps the thread in one place, and you can watch its status rather than wondering whether the email arrived.

If something goes wrong

  • If the Subscription cancelled banner in Settings > Billing reads "Your subscription has ended. Contact support to reactivate when you are ready.", raise a ticket with the topic Billing and we will help you restore access. The Contact support button on that banner opens an email to us, which works just as well.
  • If a full page replaces the app, for example one titled Your account is on hold, you cannot open Support to raise a ticket. Use the button on that page, or write to support@autotek.io.
  • If the form says Subject must be at least 5 characters. or Message must be at least 10 characters., add a little more detail and click Send ticket again.
  • If you see The ticket was sent, but its files did not upload, the ticket itself went through. Open it and add the files with Attach in a reply.
  • If you are not sure whether a problem sits with your account or with us, send the exact on-screen message together with your SKU and marketplace. That is usually enough for us to tell you what is happening and what to do next.