Overview of Skio support channels
Skio offers two primary ways to get help:
In-app support: Access FAQs, troubleshooting guides, and product documentation through the virtual assistant in your Skio dashboard. You can also submit a message through the in-app experience at any time.
Email support: Contact Skio’s specialized teams directly via email for issues related to billing, technical bugs, partnerships, and more.
When to contact support vs. using self-service resources
Self-service
You’re looking for how to configure a feature in your dashboard
You’re encountering a common error or unexpected behavior
You have a general question about how Skio works
Contact support
You’ve reviewed the documentation and the issue persists
You’re experiencing a bug or something isn’t working as expected
You need help specific to your store or account
Support hours and response times
Live in-app support is available Monday through Friday, 9 AM to 5 PM ET, excluding observed holidays. Outside of these hours, you can still submit a message via in-app chat or email, and the team will follow up on the next business day.
If you’re checking on an existing request, reply directly to the original email thread or revisit the conversation in the in-app chat.
How to search the help documentation
The Skio Help Center includes detailed guides for every feature. If you’re not sure where to start, use search to quickly find relevant articles.
See How to search and use the Help Center to learn how to search the help docs effectively.
How to submit a support ticket
To access in-app support, select the chat icon in the bottom-right corner of your Skio dashboard. If you need to contact a specific team via email, who you reach depends on the nature of your request. For a full breakdown and tips on communicating your issue effectively, see Contacting the Skio Team.
When reaching out to support, include all relevant context so the team can troubleshoot effectively:
Be specific about what you’re trying to accomplish or troubleshoot
Include your store name, screenshots, and any relevant links or subscription IDs
Share only the details directly related to the issue
Common troubleshooting first steps
Before submitting a ticket, try a few quick checks that resolve most issues.
See Before you submit a ticket: Common troubleshooting steps for more details.