This guide will help you choose the right form when submitting a support request, helping us connect you with the right team more quickly. Review the categories below to find the one that best fits your situation.
Account
For anything related to your Shippo account:
-
Billing
- Invoices
- Account balance
- Surcharges
- Subscription changes
- Payment method issues
- Label refunds
-
Cancel or Close Account
- Request to cancel your account
- Permanently close an existing account
-
Getting Started / Setup
- Issues setting up or updating your account
- Trouble making account changes
- Trouble setting up account
- General account questions
- Connect a carrier or store
-
Login or Verification
- Trouble logging in
- Verifying email
- Resetting password
- 2FA code
- Verifying your account
-
Plan Questions
- Upgrade or downgrade your plan
- Trial questions
- Plan features
-
Promo Code
- Code not working
- Eligibility check
- Credit not applied
-
Security
- Fraudulent charges
- Unauthorized logins or changes
API
For technical questions or integration help:
- Account Setup – API portal or token generation
- Orders – Address issues, order creation
- Labels – Label creation or refund
- Shipments – Returns, pickups/manifests, shipment extras, multi-piece shipments, insurance
- Tracking – Webhooks, tracking status, supported carriers
Claims
For problems with shipments:
-
Damaged Package
- UPS
- USPS
- FedEx
- Evri
- Canada Post
- DPD UK
- Royal Mail
-
Lost or Stolen Package
- UPS
- USPS
- FedEx
- Evri
- Canada Post
- DPD UK
- Royal Mail
-
Insurance
- File a claim with XCover
- Issues with an existing claim
- Auto insurance
- Cancel insurance
Labels
For creating or managing labels:
-
Creation
- Address validation
- Domestic labels
- International labels
-
Downloading
- Expiration questions
- Errors when accessing the download link
-
Printing
- Label size/file type
- Printer compatibility
- Batch printing
Orders
For order setup and management:
-
Order Management
- Creating an order
- Packing slips
- Uploading via CSV
- Automations
-
Batch Label Purchasing
- Can’t purchase labels in batch
- Error messages
- Other batch issues
-
Store Integration
- Syncing orders
- Fulfillment
-
Shipping Rates
- Unable to get rates
- Rate discrepancies
-
Multi-Piece Shipments
- Errors
- General questions
-
Hazardous Materials
- Carrier support
- Limitations
Shipments
For shipment creation or delivery:
-
Manifest
- Questions about manifests
- Unable to create manifest
-
Pickups
- No pickup option
- Scheduling errors
- Confirmation details
-
International Shipments
- Stuck in customs
- Customs declaration
-
Tracking
- Incorrect or missing tracking number
- Status discrepancies
- Missing scans
-
Package Delivery
- Delivery delays (Guaranteed Service refund)
- Intercept requests
-
Shipment Management
- Search or filter labels
- Export shipments