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Service and troubleshooting

Prepare a useful support request

Send enough evidence to investigate without exposing credentials or unrelated customer data.

For all users · Reviewed September 9, 2026

Before you start

  • Collect the workspace URL, facility, affected page and approximate time.
  • Never include passwords, authTokenGUID, MFA secrets, activation links or complete network requests.

Where to click

  1. 1Support search
  2. 2Contact
  3. 3Identify the record
  4. 4Describe the state boundary
  5. 5Keep evidence
Illustrated navigation sequence. Exact controls appear in the numbered instructions below.

Step-by-step instructions

  1. 1Support search

    Search the exact safe error text or task first. Use the category filter to narrow the results.

  2. 2Contact

    Choose technical support and describe the expected outcome, what actually happened and the last action you took.

  3. 3Identify the record

    Include the relevant full barcode or job ID when necessary. Use the correct facility and timezone.

  4. 4Describe the state boundary

    Say whether the action was a read, a saved label job or a sublot request. If a split is uncertain, state that clearly and do not retry it.

  5. 5Keep evidence

    Retain the original job and failed physical print if relevant. Share only the minimum needed details.

What success looks like

Support can identify the affected operation and its state without handling secret credentials.

If something goes wrong

Urgent physical inventory risk

Pause the affected workflow and follow your organization incident procedure. The contact form is not an emergency service.

No response-time promise is shown

Do not assume 24/7 coverage or an SLA. Commercial response commitments require an agreed service arrangement.

Still need help?

Send the workspace, facility, safe error and approximate time. Keep credentials and private activation links out of the message.

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