Get help and contact support

How to reach GridX Connect support and what to include so we can help fast.

Sometimes the quickest fix is already written up in this help centre. When it is not, you can reach our support team by email. This article covers how to contact us, what to send so we can help on the first reply, and where to look for answers yourself.

Email support is available to everyone, on every plan. Write to support@autotek.io. Paid plans include faster help channels as well: Pro includes live chat, Plus adds phone and chat, and Enterprise gives you a dedicated account manager.

Before you start

  • Check this help centre first. Most questions about publishing, billing, bulk upload, fitments, and connecting eBay are answered here.
  • Gather the details listed below before you write, so we can look into your case straight away rather than asking for them.

Steps

  1. Search this help centre for your question.
  2. If you still need a hand, email support@autotek.io.
  3. Include the details in the table below — the more precise you are, the faster we can help.
  4. Send the exact wording of any on-screen message, copied word for word rather than described from memory.

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 | eBay US or eBay UK | | 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 |

The exact on-screen message matters most. Many eBay publish and revise messages come straight from eBay, so sending the wording as it appears lets us pinpoint the cause far quicker than a paraphrase.

Where to find answers first

  • This help centre is the place to start. It covers the common tasks and the wording you will see across the app.
  • In Settings > Billing, some account states show a Contact support button that brings you to us — for example after a subscription has been cancelled or suspended.

If something goes wrong

  • If a billing banner reads "Your subscription has ended. Contact support to reactivate when you are ready." or "Your account has been suspended. Contact support for help.", email us with your account details and we will help you restore access.
  • 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.