Support and resources
Identify the right support channel, view response targets, and contact our team.
FastSpring provides 24/7 global support to ensure your business runs smoothly. Use this guide to identify the correct support channel, understand our response targets, and learn how to manage your cases.
Identify your support team
To ensure the fastest resolution, we route inquiries to specialized teams based on whether you are managing your store or assisting a customer.
Seller Support: Seller Support manages your store configuration, payout schedules, and technical setup. Contact this team for any store or account-level inquiries.
Buyer Support: FastSpring handles all end-user billing and transaction inquiries on your behalf. Direct customers here for order issues, payment declines, or refund requests.
Support scope
Our global team is available 24/7 to assist with core platform functionality. We prioritize issues that impact your ability to conduct normal business operations.
Standard operating hours: FastSpring office hours are Monday through Friday, 9:00 AM – 5:00 PM PT. Customer support is available 24/7.
What is covered
- FastSpring software: Assistance with errors related to product releases and identifying/isolating the source of failures.
- Transactions & Billing: Investigating payment failures, math/calculation errors, and Tax/VAT/GST assessments.
- Subscriptions: Resolving rebill issues, proration calculations, and unexpected subscription states.
- Payouts: Assistance with payout schedules, adjustments, and the Payouts Portal.
- Buyer Support: Direct assistance for your customers regarding checkout, purchases, and receipts.
Limitations of support
- Third-party integrations: While we help isolate errors "to the extent practicable," we cannot debug your website’s custom code, HTML/CSS, or third-party plugins (e.g., WordPress or Salesforce).
- Business strategy: We do not provide consultative services for SEO, marketing, or general business growth.
- Environment configuration: Troubleshooting issues within your local development environment or non-FastSpring servers.
Contact Seller Support
You can open a support case directly through the FastSpring app or via our dedicated portal.
Note: Your Support Portal credentials are separate from your FastSpring app login. If you haven't set up a portal login, select Not a Member? on the login page or email [email protected] for access.
Method 1: Contact via the FastSpring app
- Log in to the FastSpring app.
- Open the Help menu in the lower-right corner and select Need Assistance? > Contact Support.
- On the page that opens, click Contact Support.
- Fill out the form with your inquiry details and click Submit.
Method 2: Contact via the Seller Support portal
The Seller Support portal allows you to submit new tickets and track your full case history.
Inquiry related to your account or store:
- Click the Contact Support button.
- In the Contact Support field, select Seller Account / Store and click Next.
- Select a Topic and relevant Category for your inquiry and click Next.
- Complete the Subject and Description fields and click Next.
- Optionally, upload files or screenshots and click Next to submit.
Inquiry on behalf of a buyer:
- Click the Contact Support button.
- In the Contact Support field, select Consumer Checkout / Order and click Next.
- Select the most relevant Topic and Category for the buyer issue, and click Next.
- Complete the Subject, Detailed Description, Consumer Email, and Order ID.
- Optionally, upload relevant files and click Next to submit.
Severity and response targets
We prioritize cases based on their impact on your revenue and business operations. Our team makes every effort to meet these initial response targets.
| Level | Severity | Initial Response | Description |
|---|---|---|---|
| 0 | Highest | 1 Hour | Business down. Severe and immediate threat to normal business operations. |
| 1 | High | 4 Hours | Major issue. A critical function is impaired with no immediate workaround. |
| 2 | Medium | 12 Hours | Non-critical. Issues that do not block business (e.g., reporting or tax questions). |
| 3 | Low | 24 Hours | General info. "How-to" questions, documentation requests, or minor feature suggestions. |
How we determine severity
FastSpring uses four core criteria to qualify the priority of a reported issue:
- Severity: Does it affect a critical platform function like Transactions, Subscriptions, or Payouts?
- Breadth: How many sellers or transactions are impacted?
- Urgency: Is the issue currently ongoing with no acceptable workaround?
- Visibility: Is the issue affecting multiple live storefronts?
Manage your cases
Once a case is opened, you can track its progress and communicate with our team through the Cases tab in the Seller Support portal.
Understanding case status
| Status | Definition |
|---|---|
| New | Your case has been received and is waiting in the queue to be assigned. |
| Open | An agent has been assigned to your case but has not yet started the investigation. |
| Working | Our team is actively troubleshooting or investigating the reported issue. |
| Pending Internal | We are awaiting specialized information from our engineering or finance teams. |
| On Hold | We are waiting for additional information from you before we can proceed. |
| Pending Closure | The issue is resolved. The case will auto-close in 5 days if no further contact is made. |
| Closed | The case is finalized. Note: Once a case is officially closed, it cannot be reopened. |
Customer feedback
We are committed to providing an outstanding support experience. To help us improve, we conduct brief surveys at the end of every case to measure our performance in three key areas:
- Overall quality of Technical Support services.
- Timeliness and accuracy of our service.
- Professionalism of our Technical Support staff.
We value your feedback and encourage you to participate in these surveys to help us better serve the FastSpring community.
Administrative resources
Explore these tools for real-time updates and compliance documentation.
System Uptime. View real-time updates on system availability and scheduled maintenance.
Security & Compliance. Access our public documentation for privacy standards, GDPR, and security.
Policy Note: FastSpring reserves the right to update these support policies to stay aligned with our goal of offering an optimal support experience.
Updated about 17 hours ago