Support Menu

The Support Menu is located Towards the bottom of the UltraCart Main Menu and is color coded green.
The Support Menu will be visible from any screen that displays the main menu.

Support Menu Options

Clicking on the green "Support" menu option expands a full view of the following support links:

Open Case
Forum
Documentation
Contact Us

Open Case

Clicking "Open Case " opens a form for submitting a support case:

This page creates an support case using the Issue Summary as the "Subject" and the "Detailed description of your issue" as the body.

Open Case versus Emailing to Support

You can use either the "Open Case" or simply email to "support@ultracart.com".

If you email to support you will get an auto response providing you your case number, and you are able to provide follow up communication to your case via the auto response (or any subsequent replies.)
If you need to provide any sort of attachments (screenshots, spreadsheet files or images, etc.) you'll need to use the email method, as the "Open Case" tool does not provide for file attachments.

Forum

Clicking "Forum" displays the list of Peer-to-Peer forums:

The Peer-to-Peer forums allow for the UltraCart merchants to share information administering their UltraCart account.

The top section provides a listing of the most recent forum posts, and the bottom section provides links to jump to and browse a particular forum topic.

Guidelines

As you participate, please remember the following guidelines:

All information appearing in the forum is provided as is without warranty.
UltraCart retains the right to remove any submission to the forum at any time.

Documentation

Clicking on "Documentation" will take you to our main documentation are, located at http://docs.ultracart.com

This is your primary source for documentation regarding your UltraCart account.

(You'll also find that many fields within UltraCart's back-end have "Tool-Tips" that when hovered over will provide a short description of the purpose and use of the field.)

Doc Comments

The Documentation pages have a comment field at the bottom of page, which you can use to provide feedback. Please use the comments to provide feedback if the document is unclear or missing details, we will use your feedback to update and refine the content.

Contact Us

This link will take you to a screen showing important phone numbers to contact us.

Help

UltraCart support is provided in the following manner:

We ask that all users first search our documentation site and Solutions section inside of the Support Portal. The documentation site describes UltraCart signup, configuration, and administration in detail.

Free support is offered Monday-Friday 8:30 AM - 5:00 PM Eastern Time. To contact our support department, call 1-209-383-9870

If your problem involves monthly billing, please contact our billing department