> ## Documentation Index
> Fetch the complete documentation index at: https://docs.upstackdata.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support

> Contact Upstack Data support — chat with an agent via Intercom, email support@upstackdata.com, or browse troubleshooting guides for events, destinations, and attribution issues.

export const IntercomLink = ({label = 'chat with a support agent', message}) => <a href={fallbackHref} onClick={e => {
  e.preventDefault();
  openIntercom(message);
}} style={{
  color: 'var(--accent)',
  textDecoration: 'none',
  cursor: 'pointer',
  transition: 'color 80ms ease'
}} onMouseEnter={e => {
  e.currentTarget.style.color = 'var(--accent-hover)';
  e.currentTarget.style.textDecoration = 'underline';
}} onMouseLeave={e => {
  e.currentTarget.style.color = 'var(--accent)';
  e.currentTarget.style.textDecoration = 'none';
}}>
    {label}
  </a>;

export const IntercomButton = ({label = 'Chat with support', message}) => <button type="button" onClick={e => {
  e.preventDefault();
  openIntercom(message);
}} style={{
  display: 'inline-flex',
  alignItems: 'center',
  gap: '8px',
  background: 'var(--accent)',
  color: '#ffffff',
  border: '1px solid var(--accent)',
  borderRadius: '4px',
  fontSize: 'var(--font-size-secondary)',
  fontWeight: 500,
  padding: '10px 16px',
  cursor: 'pointer',
  transition: 'background 80ms ease, border-color 80ms ease',
  lineHeight: 1,
  margin: '8px 0'
}} onMouseEnter={e => {
  e.currentTarget.style.background = 'var(--accent-hover)';
  e.currentTarget.style.borderColor = 'var(--accent-hover)';
}} onMouseLeave={e => {
  e.currentTarget.style.background = 'var(--accent)';
  e.currentTarget.style.borderColor = 'var(--accent)';
}}>
    <svg width="16" height="16" viewBox="0 0 16 16" fill="none" xmlns="http://www.w3.org/2000/svg" style={{
  flexShrink: 0
}}>
      <path d="M8 1.5C4.41 1.5 1.5 4.07 1.5 7.25c0 1.6.74 3.05 1.93 4.07v2.18l2.09-1.15c.78.27 1.62.42 2.48.42 3.59 0 6.5-2.57 6.5-5.75S11.59 1.5 8 1.5z" fill="currentColor" />
    </svg>
    {label}
  </button>;

We're here to help you get the most out of Upstack Data. Whether you're stuck on installation, debugging events, or planning a complex destination setup, our support team is ready to assist.

## Get help now

The fastest way to reach us is in-app chat. Click below to start a conversation with the support team.

<IntercomButton label="Chat with support" />

Prefer email? Reach us at [support@upstackdata.com](mailto:support@upstackdata.com).

## Support channels

<CardGroup cols={2}>
  <Card title="Live chat" icon="comments">
    Open the chat widget to talk with a support agent. Most messages get a response within a few hours during business hours.

    <IntercomLink label="Open live chat →" />
  </Card>

  <Card title="Email support" icon="envelope" href="mailto:support@upstackdata.com">
    For longer questions, account issues, or screenshots, email us at [support@upstackdata.com](mailto:support@upstackdata.com).
  </Card>

  <Card title="Help center" icon="book-open" href="/troubleshooting/no-events-appear-in-dashboard">
    Browse troubleshooting guides for the most common issues.
  </Card>

  <Card title="Documentation" icon="file-lines" href="/get-started/overview">
    Step-by-step guides for installation, destinations, and platform concepts.
  </Card>
</CardGroup>

## Support hours

Our support team is available Monday through Friday, 9am–6pm ET.

Outside business hours, you can still send a message — we'll respond first thing the next business day. For urgent issues affecting production tracking, mark your message as **Urgent** and we'll route it to an on-call engineer.

## Before you reach out

To help us resolve issues faster, work through the following when possible:

* **Verify your Upstack subscription is active** — an expired trial, failed payment, or paused subscription stops event collection and syncing. Check **Settings → Subscription** or see [Subscriptions and billing](/billing/subscriptions-and-billing).
* **Pixel ID** (find it in **Settings → Pixel** in your dashboard)
* **Store URL** or domain you're tracking
* **Affected destination** (Meta, TikTok, Klaviyo, etc.)
* **Browser and OS** if the issue is in the dashboard
* **Screenshots** of error messages or unexpected behavior
* **Time range** when the issue started
* **Shopify theme name** and any recently installed apps, for storefront issues

You can also <IntercomLink label="chat with a support agent" /> directly and share these details in the conversation.

## Common issues

If you're hitting a known issue, our troubleshooting guides may resolve it without waiting for support:

<CardGroup cols={2}>
  <Card title="No events in dashboard" href="/troubleshooting/no-events-appear-in-dashboard">
    Verify your pixel is loading and events are reaching Upstack.
  </Card>

  <Card title="Destination disconnected" href="/troubleshooting/destination-shows-disconnected">
    Check destination credentials and reconnect the integration.
  </Card>

  <Card title="Conversions don't match Meta" href="/troubleshooting/upstack-meta-conversions-dont-match">
    Reconcile differences between Upstack reporting and your ad platform.
  </Card>

  <Card title="Duplicate purchases" href="/troubleshooting/duplicate-purchase-events">
    Diagnose and resolve double-counted conversions.
  </Card>
</CardGroup>

## Account and billing

For subscription, billing, or plan questions, see [Subscriptions and billing FAQ](/billing/subscriptions-and-billing) or <IntercomLink label="contact support" />.