Get help and contact support

Raise a support ticket from Support in the sidebar, track its status and reply on the thread — or email support@autotek.io directly. Covers the six ticket categories, what New, In progress, Awaiting reply, 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 to every signed-in customer on every plan. 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.
  3. Pick the category that fits best — Bug report, Feature request, Billing issue, Account issue, eBay integration or General support.
  4. Write a short subject, then describe what happened using the details in the table below.
  5. Submit. Your ticket gets a reference such as GXC-000123 and appears in your list straight away.

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. 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, newest first, and you can filter by status. Open any ticket to read the thread and reply on it, so you never have to explain the problem twice.

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 | | Awaiting reply | We have asked you something and are waiting on you | | Resolved | We believe it is fixed — reply on the thread if it is not | | Closed | Finished. Tickets left at Awaiting reply or Resolved close automatically after 14 days without activity |

> [!TIP] > A closed ticket is not a dead end. If the same problem comes back, raise a new one and quote the old reference — 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 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.", raise a Billing issue ticket 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.