What to send us when something goes wrong
Most support tickets take longer than they should because the first reply is a question rather than a fix. Sending these four things up front usually removes a whole day from the process.
The four things
The exact error text. Copy it, or screenshot it. "It says there was an error" and the actual wording lead to very different investigations.
The shipment, client, or carrier ID. Whichever record you were working on. Without it we are looking at the whole database.
A screenshot of the screen. The whole window, not a crop — the URL and the navigation tell us where you were.
What you clicked immediately before it happened. This is the one people leave out and it is often the one that matters.
If a load is in transit
Say so in your first message, and give us the shipment ID and the pickup or delivery appointment time. Anything affecting freight in the next four hours is treated as urgent and is picked up outside staffed hours. It will not wait until the morning.
Before you report it
Two checks that resolve a surprising number of issues, and which we will otherwise ask you to do anyway:
Try the same thing in a private or incognito window.
Try it on a second device or browser.
If it fails in both, that is useful information — tell us, and we will skip straight past the basics.
What happens next
Your report is graded by how much it is blocking. If the platform is down for many people, data looks wrong, or freight is at risk, it is treated as critical and someone is paged. If one person is blocked from a core workflow with no workaround, it is same-day. Everything else is queued and answered in order.
What P1 to P4 mean and when you will hear from us sets out the response times.