Whether you're facing a technical problem, an order issue, or have a billing question, the AutoDS support system provides immediate assistance through Orin, our intelligent support assistant, and seamless access to our support team when needed. You can access your conversation history, manage tickets, and attach screenshots or videos to provide clearer explanations of your case.
Benefits:
Get immediate responses through Orin, our support assistant, available 24/7.
Access your complete conversation and ticket history at any time.
Attach screenshots, videos, and other files to support requests.
Receive help from the support team whenever Orin cannot fully resolve your issue.
Track all your support tickets in one centralized location.
For the fastest support experience, begin your conversation with Orin by describing your specific topic or question, rather than requesting an "agent," "live chat," or "human support." We've put significant effort into creating Orin as your support assistant to deliver instant help across multiple topics using our comprehensive and trustworthy knowledge base, without requiring you to search through articles. Simply tell Orin what you need, and you'll avoid lengthy wait times on high-traffic days.
Support availability and response times
The AutoDS support system provides assistance whenever you need it through both Orin, our support assistant, and the human support team.
Support assistant availability:
Orin, the AutoDS support assistant, provides immediate support around the clock. Available 24 hours a day, 7 days a week, Orin delivers instant responses to all messages and has access to our complete knowledge base to answer questions about all AutoDS platform features, dropshipping processes, and common issues.
Human support team availability:
The human support team ensures continuous assistance for all dropshipping needs, available 24 hours a day, 7 days a week. Chats and tickets are handled daily, including weekends, in the order they're received.
How to access AutoDS support
To contact AutoDS support, access the support chat through your AutoDS dashboard. The support chat is available on multiple pages, including the Help Center, the AutoDS platform, and the AutoDS website.
To access the AutoDS support chat:
Go to your AutoDS dashboard.
Click the conversation icon at the bottom-right corner of the screen.
The support chat window will open, displaying your recent conversations and tickets.
Note: If you're not logged in, you can still access the conversation icon when browsing the AutoDS website or the Help Center. However, to view your conversation history and access all features, you'll need to log in to your AutoDS account.
The support chat interface
The AutoDS support chat interface provides easy access to your conversation history, support tickets, and options to start new conversations. When you open the support chat window, you'll see different elements depending on your interaction history with the team.
Main interface elements:
When opening the AutoDS support chat, you'll see:
Recent messages: The most recent message exchanged with the team (if you have conversation history).
'Search for help' bar: A search field where you can type keywords to find answers, articles, and solutions in the AutoDS Help Center.
Chat with us button: Opens a live chat conversation with the AutoDS support team for immediate assistance.
Create a ticket button: Option to contact a mentor within the Mentorship Program for personalized guidance and support.
Navigation icons:
At the bottom of the AutoDS support chat window, you'll find two icons that help you organize your support interactions:
Home tab: The main interface described before.
Messages: Access your complete message history with Orin.
Help: Search for information using keywords within our Help Center content categories, where Orin helps you find what you need.
These icons enable you to easily navigate between your conversations and support tickets, keeping everything organized in one place.
How to start a new support chat
When you have a new question or need assistance, the AutoDS support chat is designed to help you and, whenever necessary, connect you with the team.
To start a new conversation:
Click the conversation icon at the bottom-right corner of your AutoDS dashboard or AutoDS Help Center.
Click the Chat with us button in the chat Home tab.
A blank message window will open where you can type your question or describe the issue you're experiencing.
Write your message clearly, explaining what you need help with or what problem you're facing.
Press Enter or click the send button to submit your message.
Note: You can enhance your request within the AutoDS support chat by adding attachments, emojis, GIFs, or even recording an audio message directly in the chat.
How Orin, the support assistant, works
After you send your message to the AutoDS support chat, you'll receive an immediate response from Orin, our support assistant trained with comprehensive information about the AutoDS platform. Orin has access to our complete knowledge base and can provide instant answers to most questions.
Orin will analyze your question and provide relevant information, help articles, or step-by-step instructions to resolve your issue. After receiving the response, two things can happen:
Your issue is resolved: You can close the chat and continue using the platform.
You still need help: Orin will ask if you need any more help and, if necessary, connect you with a support team member.
When Orin connects you to the support team:
If Orin cannot fully resolve your issue, you'll be offered the option to talk to a specialized agent from our support team. This ensures you get expert assistance when needed while saving time on questions Orin can answer directly.
Best practices for getting the best support
Following these best practices when contacting AutoDS support will help you get faster, more accurate answers and solutions to your questions.
Start with Orin for instant answers
Orin, our support assistant, has direct access to our complete knowledge base with information about all AutoDS features, processes, and solutions. Starting your conversation with Orin offers several advantages:
Instant responses: Get answers right away without waiting for an available agent.
Comprehensive knowledge: Access to all help articles, guides, and documentation.
Always available: Get help anytime, even during peak hours when live chat may have longer wait times.
Efficient resolution: Most common questions can be resolved quickly.
You don't need to search for articles anymore. Just ask Orin your question directly, and you'll receive the information you need.
How to ask effective questions
Getting the best support from AuotDS starts with asking clear, specific questions. Here's how to communicate effectively with both Orin and our support team:
Be specific about your issue:
❌ Bad example: "My orders aren't working."
✅ Good example: "My order is stuck on 'Processing' status for the last 3 hours. Order ID: #1234-12345678901234"
Include relevant details:
Order IDs or product IDs when asking about specific items.
Store name or channel (eBay, Shopify, etc.) when relevant.
Screenshots or videos showing the issue.
Error messages (exact text if possible).
Steps you have already tried to fix the issue.
Note: If you need help with a specific order, include the Order ID in your chat message. This allows the support team to access all relevant order information and provide faster assistance.
Ask one question at a time:
Focus on your main issue first.
Wait for a response before asking follow-up questions.
This helps Orin and the support team provide more focused, accurate answers.
How to attach files to your support request
Adding screenshots, videos, or other files to your AutoDS support request can significantly speed up the resolution process. Visual evidence helps the team understand your issue more clearly and provides accurate solutions fast
Supported attachment types
You can attach various types of files to your AutoDS support conversations and tickets, including:
Screenshots (PNG, JPG, JPEG, GIF, WEBP).
Videos (MP4, MOV, AVI).
Documents and other relevant files.
File size limits: Each attachment has a maximum size limit of 100MB. You can upload as many attachments as needed with your support request.
Supported file formats: Most file formats are accepted, including images, videos, and documents. However, executable files are not supported due to security risks.
How to attach files in the chat
To attach a file to your AutoDS support message:
Click the attachment icon (paperclip) in the chat window.
Select the file you want to upload from your computer.
Wait for the file to upload completely.
Add any additional context or explanation in your message.
Send your message with the attached file.
Tip: You can attach multiple files to a single message if needed.
How to capture and share screenshots
Screenshots are one of the most effective ways to show exactly what's happening on your screen to the AutoDS support team. We recommend using the free Lightshot Chrome extension for quick and easy screenshot capture.
How to use Lightshot
To capture and share screenshots using Lightshot:
Install the Lightshot Chrome extension.
Click the Lightshot icon in the top-right corner of your Chrome browser.
Select the area of the screen you want to capture by clicking and dragging.
Choose one of three options:
Save: Download the screenshot to your computer, then attach it using the pin icon in the chat.
Copy: Copy the screenshot (Windows: Ctrl+C / Mac: Command+C) and paste it directly into the chat window (Windows: Ctrl+V / Mac: Command+V).
Link: Generate a shareable link and paste it directly into the chat.
Note: When using the copy option to send images to the AutoDS support chat, make sure your cursor is in the chat message box before pasting the screenshot.
How to record and share videos
For more complex issues that require demonstrating a process or showing unexpected behavior, recording a video can be extremely helpful for the AutoDS support team to understand and resolve your issue quickly.
You can record your screen using Google Chrome extensions. We suggest two options: Screencastify or Loom.
The process typically involves:
Downloading the extension from the Chrome Web Store.
Creating an account.
Pin the extension icon to your browser toolbar for easy access.
Note: The free version of these extensions has a limit on the number of recordings. You can evaluate whether it's worth upgrading to a paid plan based on your needs.
Once you've recorded your video, copy the share link and paste it in your AutoDS support chat or ticket to share it with the team.
When to use screenshots or videos
Visual documentation is particularly valuable when contacting AutoDS support in certain situations.
Use screenshots when:
Reporting error messages or unexpected text on the screen.
Showing incorrect data displays or formatting issues.
Demonstrating button placement or interface questions.
Highlighting specific product information or settings.
Use videos when:
Demonstrating a multi-step process that leads to an issue.
Showing unexpected platform behavior that happens over time.
Walking the support team through your workflow to identify problems.
Illustrating intermittent issues that may not appear in a single screenshot.
Tip: Always include a brief written explanation along with your visual documentation when communicating with the AutoDS support team.
How to manage and track your support tickets
The AutoDS platform provides a centralized location where you can view all your support conversations and tickets, check their status, read responses, and follow up when needed.
To access your message history and tickets:
Click the conversation icon at the bottom-right corner of your AutoDS dashboard.
Click the messages icon at the bottom of the chat window to check all of the conversation history, unread message indicators, and visibility into tickets and their statuses.
Note: You can identify tickets in your message history by their tags, such as "Orders Ticket" or "Mentorship Ticket," which appear next to the conversation title.
Email notifications
You'll receive all AutoDS support ticket updates directly in your email inbox.
To ensure you don't miss any responses:
Check your inbox regularly for updates from AutoDS support.
Check your spam or junk folder if you don't see replies in your main inbox.
Add AutoDS to your trusted senders list to prevent emails from being filtered.
Learn more about how to add AutoDS to your contact list here.
Important: There's no need to open multiple conversations or tickets with the AutoDS support team for the same issue. Opening duplicate tickets can actually delay the resolution process.
Support for private suppliers
If you are a private supplier working with AutoDS and need assistance with your account or services, you can contact the support team directly through the platform using the same chat interface.
To contact support as a private supplier:
Click the conversation icon in the bottom-right corner of the platform.
Click the Contact us button to start a new conversation.
Describe your issue or question clearly, including any relevant details about your supplier account.
The automated assistant will provide initial information, and if needed, will create a support ticket for the team.
How to report bugs and technical issues
A bug is an unexpected behavior or error that causes a feature on the AutoDS platform to not work as intended. Bugs may affect how data is displayed, how buttons respond, how automations behave, or cause certain processes to fail completely.
When you encounter a bug or technical issue on the platform, providing detailed information helps the support team identify and resolve the problem more efficiently.
Steps to report a bug effectively
To report a bug within the AutoDS platform to our support team, follow the steps below:
Action | Details |
Capture evidence | Take a screenshot or record a video showing the unexpected behavior or error. |
Record context | Copy the URL where the issue occurs, note the exact time it happened, and include any relevant order IDs, product IDs, or other identifiers. |
Describe the issue | Explain what you were trying to do, what you expected to happen, and what actually happened instead. |
Submit details | Contact the AutoDS support, and attach all the information you gathered. |
Important: When reporting bugs to the AutoDS support team, be as specific as possible. Instead of saying "the feature doesn't work," explain exactly what happens when you try to use it, which steps you followed, and what error messages (if any) you received.
Click here to read about how AutoDS handles bugs, issues, and unexpected platform behavior.