Help › Shop guide › Help
Contacting support
When something is blocked or unclear, write to us from the application: the request keeps the context of your shop and you are told as soon as the team replies.
Sending a request
Menu Settings › Support. All users have access to it.
- In New request, write a short Subject: “I cannot print an invoice”.
- Choose the Category: Question, Problem / bug, Subscription / payment or Suggestion.
- Describe the situation in the Message, then Send.
What allows a quick answer
- what you were doing, and on which screen;
- the error message, copied word for word;
- the number of the invoice or slip concerned, the name of the customer or product;
- the name of the user concerned, if it is not you.
Never write your password in a request. Support does not need it and will never ask for it.
The first reply is automatic
As soon as you send, the Boutixy assistant looks for the answer in this help and writes it to you at once, with the link to the full page. Its messages are signed Boutixy assistant: you always know whether it or a person is replying.
- If the answer suits you, there is nothing else to do.
- If it does not answer your question, simply reply in the request: a member of the team takes over.
- A payment to check, a fault, a blocked account, a day to reopen: the assistant does not handle these cases. It tells you it has passed the request on, and the team replies.
Following your requests
My requests lists your requests and their status:
| Status | Meaning |
|---|---|
| Waiting for support | The team has not replied yet. |
| Answered | A reply is waiting for you. A notification told you so. |
| Resolved | The problem is solved. |
Open a request to read the reply and continue the exchange. When it is solved, Mark as resolved. Writing a new message in a resolved request reopens it.
Reaching us directly
The Support page also shows, in Reach us directly, the team's phone, WhatsApp, email and hours. These details also appear on the expired-subscription screen, when you can no longer enter the application.
What support can do for you
| Situation | What support does |
|---|---|
| Sign-in blocked after too many attempts | Lift the block straight away. |
| Password lost and no access to the email | Give a temporary password, or correct the account's email address. |
| The email code does not arrive | Verify the email address by hand. |
| The owner has changed | Make another user the primary administrator. |
| Day closed by mistake | Reopen the last closed day. |
| Subscription payment sent | Check the proof and activate the plan. |
To protect your shop, support checks your identity before any action on an account. It never changes your sales, your stock or your cash amounts: those figures belong to you alone.
Can't find the answer? See how to contact us.