Purpose: Learn how to get in touch with us if you need help with your account or your parcels.
During peak periods we may have extended opening hours which we will communicate to you via email.
How to contact us
The way you can contact Sendcloud depends on your subscription. If you don’t know which plan you are using, log into your Sendcloud account and navigate to Settings > Plans.
You can find an overview of the support and contact options available per plan in the table below:
Legacy plans
| Contact and support options | Essential | Small Shop | Large Shop | Business |
| Ticket | ✓ | ✓ | ✓ | ✓ |
| Live chat | ✓ | ✓ | ✓ | ✓ |
| Phone support | ✓ | ✓ | ✓ | |
| Priority support | ✓ | ✓ | ||
| Dedicated Customer Success Manager | ✓ |
Sendcloud plans
| Contact and support options | Free | Lite | Growth | Premium |
| Ticket | ✓ | ✓ | ✓ | ✓ |
| Live chat | ✓ | ✓ | ✓ | ✓ |
| Phone support | ✓ | ✓ | ||
| Priority support | ✓ | ✓ | ||
| Dedicated Customer Success Manager | ✓ |
Types of support
Ticket
You can create a new support ticket related to shipments, insurance or general questions directly from the platform. The communication will be done via email.
There are two main types of tickets: a support request or a claim related to a parcel.
To open a ticket, navigate to the Support menu in your Sendcloud account > +New ticket > Select the category and the type of request > Fill in the necessary information > Click Send.
Live chat
If you have a quick question or want to discuss an urgent issue like an error when creating a label, you can directly talk to our support team via live chat. Start by clicking the 
button in the bottom right of your screen, type the subject you need support with and, if the suggested articles are not helping, you can start a live chat to talk to one of our colleagues.
Phone support
To find our phone number, open your Sendcloud platform and go to the Support menu.
UK calling hours are 8.30-17.00 GMT.
Priority support
Large/Growth users and onwards benefit from premium support. Our Customer Support team will respond to your queries faster, as they will know your history already.
Dedicated Customer Success Manager
As a Business or Premium subscription holder, you will be assigned a dedicated Customer Success Manager to provide you with account management services, and much more.
Your Success Manager will act as your main point of contact in Sendcloud for all your business-related enquiries. Our Success Managers are experts in e-commerce.
Read our article about the Customer Success Manager for Premium users to learn more.
For technical support or help with a parcel, contact our Support team directly.