How do I contact support?

Overview

Please review our knowledge base first.  If you cannot find a matching article, customers should write to support@modalup.com to obtain support.   This will create a ticket within our support system and you will receive an automated email.  The email will contain a ticket number that you can reference with your Modal customer success manager or Modal support representative.   

This article summarizes best practices when opening a support ticket.  Modal's support team can provide support for Checkout, Trade, Shop and Desk products only.  

To help support with handing your case, please provide as much of the following information as possible:

• Issue/Bug reproduction steps.  These are steps that you followed when you encountered a problem.
• A current link to the page or tool that you need support on.
• Multiple screenshots of the issue or bug you are reporting.
• A point of contact assigned to work with Modal and their accurate contact information.

The example below is a good template when creating a support ticket.

Hi Modal Support,

I have an issue that I need assistance with.  [1 sentences summarizing the issue]  I encountered this issue when I [summarize how you interacted with Modal's product].

Here is the link to the page that I was on: [link to website].  I've also attached screenshots from my system which is a [e.g.: laptop, tablet, phone]

If it is a situation where you need approval, be sure to include [important point of contact from the dealership]. This person can give approval to any 3rd party if needed. 

Thank you,

[Dealer name]