Getting help

When something doesn't work, or you can't find how to do something, Ordryx has quick answers built in and a way to message us. This page shows where they are and what to send.

Help in Ordryx

Press Help in the menu. Everyone who can sign in to the shop has it. The Help page has these parts.

Quick answers

Short answers to what shops ask most, such as How do I receive a PO?, How do I count stock? or I lost my phone. How do I sign in? Type a word in the search box to find one, then press the question to open the answer. Most answers end with a link to the right screen.

You only see answers for the parts of Ordryx your shop uses and your role can open. Go to… (Ctrl K, or ⌘K on a Mac) finds these answers too.

What we already know

Ordryx checks its own health, so you don't have to describe it. This part says whether everything is running, or what needs a look: for example, if the shop can't reach its server, or an update hasn't finished. If Ordryx was updated in the last two days, it says so here, with What's new.

People who can open Diagnostics see more detail, with a link to it. See Activity and diagnostics.

Message support

Write to us from inside Ordryx. The message goes with your name and the shop's name.

1. On the Help page, under Message support, press New message.
2. Under What's it about?, pick one: Something's not working, How do I…?, An idea, My account or plan or Something else.
3. Under Tell us more, say what you were doing and what you expected to happen.
4. Leave Include the page I came from and the shop's status ticked. It helps us find the problem fast. The line under it shows exactly what is sent.
5. If you can see it, you may also tick Attach recent errors. It sends recent errors, versions, health checks and settings, without secrets.
6. Press Send to support.

You see a reference number when it's sent.

Replies come to Help

Replies never come by email. They show on the Help page under Your messages, and the Help item in the menu shows a number when one of yours has a reply you haven't read.

• Who sees them: you, the shop's owners and people allowed to see everyone's messages. Everyone else sees only their own.
• Solved: you or Ordryx can mark a conversation solved. If we asked you something and you don't answer in 7 days, it's marked solved for you. Replying opens it again.
• Archived: a conversation archives itself 30 days after it's solved. It is kept 12 months, then deleted.

When you can't send from Ordryx

A shop you run yourself must be linked to your Ordryx account to message support. If it isn't, the Help page says so. An owner links it in Settings › Ordryx & network. Until then, email us instead.

Send feedback

Send feedback is a quicker way to tell us something from any screen. Press ··· next to your name at the bottom of the menu, then Send feedback. On a phone, it is Feedback at the foot of the menu.

1. Under What happened?, pick Something broke, An idea, A question or Other.
2. Type what happened under Tell us more.
3. Leave Include this page ticked, so we know where you were.
4. Press Send.

Replies show on Help, under Your messages.

After an update

If something seems wrong since Ordryx was updated, press Something wrong since the update? in the blue update banner, or on the Help page under Other ways. Your message goes to us marked urgent, with the version named.

Email us

You can always email us at info@ordryx.com. The Help page has the address under Other ways.

What not to send

Don't put your customers' details in a message: no names, addresses, phone numbers, emails or card details. Don't send passwords, recovery codes, keys or your backup passphrase either. We never need them, and we never ask for them.

Instead, describe the problem and name the order, PO or item by its number or code. With Include the page ticked, we see which screen you were on, as the line under the box shows it. If that line has something you typed in a search, such as a customer's name, untick the box.