> For the complete documentation index, see [llms.txt](https://docs.samita.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.samita.io/sami-b2b-onboarding/help/contact-support.md).
# Contact support
Reach the support team from the app, by chat or by email, and send what we need to help you quickly.
When the docs don't solve a problem, the Sami B2B Onboarding support team can help. You can send a request from the app's **Contact us** page, chat with us, or email us.
{% hint style="info" %}
Many problems have a quick fix. Check [Troubleshooting](/sami-b2b-onboarding/help/troubleshooting.md) first.
{% endhint %}
## Send a request from the app
The **Contact us** page sends your request by email, with your screenshots attached. We reply to the email address you give.
{% stepper %}
{% step %}
### Open Contact us
In the Shopify admin, open **Sami B2B Onboarding** and click **Contact us** in the app menu.
{% endstep %}
{% step %}
### Pick a topic
Under **What do you need help with?**, click the card closest to your problem, for example **The form isn't showing on my store**. The other cards fold away. To pick another one, click **Change topic**.
Start by picking the topic closest to your problem.
{% endstep %}
{% step %}
### Pick the issue
In **Which issue best describes it?**, pick the closest match. Each topic has its own list, ending with **Other / I'm not sure**.
{% endstep %}
{% step %}
### Check your name and email
**Your name** and **Your email** are filled in from your store when the app knows them. Change them if replies should go to someone else.
{% endstep %}
{% step %}
### Add the page and access code (optional)
* **Page URL**: the address of the page where you see the problem, for example your form's page on your store.
* **Collaborator request code**: the 4-digit code that lets us ask for access to your store, if we need to look at your theme or settings. In Shopify admin, find it under **Settings › Users › Security**. Shopify asks you to approve any access request before we can sign in.
{% endstep %}
{% step %}
### Describe the problem
In **Describe your issue**, write what you did, what you expected, and what happened instead. Paste any message you saw, word for word.
{% endstep %}
{% step %}
### Attach screenshots or a video (optional)
Drop files on **Screenshots or video**, or click it to choose them. You can attach up to 5 images or videos, 7 MB in total. For a longer recording, paste a link to it in your message.
Each file you attach is listed under the drop zone, with its size and a button to remove it.
{% endstep %}
{% step %}
### Send
Click **Send**. A green banner confirms it: "Thanks for your message. We'll reply to" your email "as soon as we can." Our reply comes by email.
{% endstep %}
{% endstepper %}
### If it doesn't send
| Message | What to do |
| ------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------ |
| "You can attach up to 5 files." | Remove a file with the **×** on its row. |
| "Attachments can add up to 7 MB. For a longer video, paste a link in your message." | Remove a file or use smaller ones, or paste a link to the video instead. |
| "Only images and videos can be attached." | Attach a screenshot or a screen recording. Send other files by email. |
| "Those files are too large to send. Remove some, or paste a link in your message instead." | Remove some files, or paste a link to them in your message. |
| A red banner that says something went wrong | Click **Send** again in a moment. If it fails again, email us. |
### Topics you can pick
| Topic | Issues you can choose from |
| ----------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- |
| **The form isn't showing on my store** | The page is blank, the link shows a 404, nothing shows with the embed on, it stopped after a theme change |
| **Form fields, design or rules** | A field or layout looks wrong, it looks wrong on mobile, a rule isn't working, translations, a custom style |
| **Applications and approvals** | Applications don't arrive, a decision didn't work, an automation rule didn't run, document uploads or the tax ID check |
| **Companies, catalogs and payment terms** | No company after approval, the wrong catalog or prices, payment terms or credit limit, Sync from Shopify or import |
| **Emails and notifications** | A buyer didn't get an email, your team doesn't get new-application emails, email content, your own SMTP server |
| **Store access and checkout** | Prices or add to cart show to the wrong visitors, a buyer can't check out, a buyer can't sign in or see their company, the customer account pages |
| **Something else** | Help setting up, a bug, a feature request, Shopify Flow or integrations |
## Chat with us
* **From Home.** At the bottom of **Home**, click **Chat with support**. The chat opens in the app.
* **From an error.** When something fails, the red banner that reports it has a **Contact support** button. It opens the chat with the error already typed in, so you only add what you were doing. If the chat can't open, for example because a browser extension blocks it, the **Contact us** page opens instead, usually with the error already in **Describe your issue**.
## Email us
Write to . Tell us your store's address, so we know which store you mean.
## What to include
The more of this we get in the first message, the faster we can help:
* What you did, step by step, and what you expected to happen.
* The exact message you saw, if any.
* The address of the page on your store, or the screen in the app, where it happened.
* For an application, its company name and reference.
* Screenshots or a short screen recording.
* Your collaborator request code, if the problem is in your theme or settings.
## Legal
* [Privacy policy](https://samita.io/pages/privacy-policy)
* [Terms and conditions](https://samita.io/pages/terms-and-conditions)
* [GDPR](https://samita.io/pages/gdpr)
* [Data processing agreement (DPA)](https://samita.io/pages/dpa)
## Next steps
* [Troubleshooting](/sami-b2b-onboarding/help/troubleshooting.md) — causes and fixes for the most common problems.
* [FAQ](/sami-b2b-onboarding/help/faq.md) — short answers to common questions.
* [Permissions and data](/sami-b2b-onboarding/reference/permissions-and-data.md) — what the app accesses and stores.
---
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