How do I contact support, and what should I include?
Write to us through the contact page on the platform. See which details help us understand and solve your problem faster, and what you should never send.
If you've tried the fixes in the Troubleshooting articles and the problem is still there, our team is here to help. The clearer the details in your first message, the more accurate and faster our reply.
Where to reach us
- Contact page: elmatajer.com/contact. It may also list an email, phone number or WhatsApp for direct contact.
- From your dashboard: "Help Center" in the side menu opens these articles in a new tab. If your account is disabled, you'll find "Contact the administration" in the side menu.
How to send a message
- Open the contact page.
- Fill in "Name", "Email" (preferably your login email) and "Phone".
- Describe the problem in the "Message" field (use the checklist below).
- Click "Send message". When "Your message reached us. We will reply to your email shortly." appears, it's been received, and the reply comes to the email you entered.
What to include
- Your store link (such as
your-store.elmatajer.com) or your custom domain. - Your login email — the one you use for the dashboard.
- Exactly what happened: what you were doing, what you clicked, and what appeared.
- The error message word for word, or the name of the error page (such as "Server error · 500").
- A screenshot — it saves a lot of back-and-forth.
- The approximate date and time the problem happened.
- The order or invoice number if the problem is about a specific order or a subscription payment.
- Your device and browser (for example: Android phone — Chrome).
- What you already tried, so we don't repeat it with you.
Warning: never send your password, verification codes, bank card details, or the secret keys of your payment accounts — not in a message and not in a screenshot. Our team will never ask for them.
Example of a clear message
Store: my-store.elmatajer.com — login email: [email protected]. Today around 3 pm I was adding a new product, and when I clicked publish an error message appeared. I tried a hard refresh and a private window and got the same result. Screenshot attached. Device: Windows laptop — Chrome.
Tip: before writing, search the Help Center — many questions already have an answer that saves you the wait.
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