New to subscriptions? Review our Getting started on Skio guide for step-by-step instructions, tools, and resources to help you get started.
Support methods
In-app support
In-app support is available to all Skio users, providing quick access to helpful resources such as FAQs, troubleshooting guides, and product documentation through our virtual assistant. When additional assistance is needed, connect with a live agent from 9 AM to 5 PM ET, Monday through Friday (excluding observed holidays). You can also reach out to Skio’s support team at any time by submitting a message through the in-app support experience.
To access in-app support, select the chat icon from the bottom right of your Skio Dashboard.
If you’re looking for an update on an existing ticket, reply directly to the original email thread or refer back to the original request in the in-app chat.
Email support
Skio has multiple teams dedicated to supporting you. See the following to understand which team to contact based on your needs.
Who should I contact?
I’m not on Skio yet but interested in getting started → Skio Sales
Email: success@skio.com
Alternatively, click Get a demo on the Skio homepage.
Something isn’t working or looks broken → Skio Support
Email: help@skio.com
Technical issues, bugs, unexpected behavior, and bulk subscriber updates.
Questions about setup, best practices, or new features → Skio Success
Email: success@skio.com or your Merchant Success Manager
Guidance on configuration, customer experience, strategy, and feature adoption.
Questions about plans, contracts, or adding stores → Skio Sales
Contact your Account Executive.
Email success@skio.com if you’re unsure who that is.
Billing questions or Skio invoice troubleshooting → Skio Billing
Email: billing@skio.com
Invoices, payment issues, and billing-related questions.
Interested in partners or integrations → Skio Partnerships
Email: partners@skio.com
Partner program applications, integrations, agencies, and partner recommendations.
How to contact Skio effectively
Be specific about your goal: Start with a clear description of what you’re trying to accomplish or troubleshoot. Including clear details (store name, screenshots, examples, and links) helps us respond faster and more accurately.
Include relevant details early: Referencing key concepts, features, or settings related to your question helps narrow down the response more quickly.
Use the suggested prompts when available: In-app support may present guided options or follow-up questions. Selecting these helps route you toward the most accurate solution.
Share only what’s needed: When additional details are requested, provide the information that directly relates to the issue to keep things efficient.
Scope of support
While our team is here to help, some topics fall outside the scope of support, including:
Custom or bespoke code changes
Support for third-party tools not officially supported by Skio
Data modeling or advanced analytics consultation
Industry or business strategy recommendations
Tax or accounting guidance
Legal advice
Resources
Skio Help Center: Documentation and guides covering Skio features, setup, troubleshooting, and best practices.
Skio API Reference: Technical documentation for developers using the Skio API, including available endpoints, authentication, and example requests.
Skio Changelog: A running log of product updates and improvements released on Skio.
Ecommerce best practices: Guides outlining ecommerce best practices for configuring product pricing, discounts, and subscription settings to optimize store performance and customer experience.