To get assistance from Syndigo's support team, follow the steps below.
Step 1: Access the Support Form
You can access the Support form from one of two places:
- Via Syndigo’s Support Page:
- Via the Syndigo platform:
- Click the blue ? button in the top right corner of the platform.
- Select Contact Support from the options list.
Step 2: Complete and Submit the Support Form
Once the Support form appears,
- Provide Contact Details: Fill in your first name, last name, email, phone number, and company name.
- Select Case Details: Choose the relevant Service type you are having issues with:
- Core product data that Syndigo has created or will be creating for me
- For “Verify My Product” – Verified Digital or Verified Physical issues
- Verify My Product or Digital Image Submissions
- Physical Shipments that were sent to our studio
- Any questions around Marketplace, which includes products that were pushed from the Marketplace to the Product Index
- Help getting Syndigo Verified/Marketplace content updated online
- Core product data that *I or my company* created or need to create
- For Brand Created Core Content: retailer specific requirement set attribute data, and/or synchronization, related issues
- Sponsored retailer clients - you joined Syndigo at no cost to syndicate to a specific retailer
- Ecatalog questions
- Digital Asset assistance
- Enhanced Content & related reporting
- For Enhanced content: Above the fold, below the fold, hero image, widget, digital asset, and/or enhanced content reporting related issues.
- GDSN (shipping, logistics, and supply chain data)
- For GDSN attributes/retailers, packaging hierarchy, subscription, and/or synchronization related issues.
- Administrative assistance (login assistance, new user setup)
- For login or credentials related issues
- Needing to add/remove a user
- Analytics (Content Analytics, Product Analytics)
- Content health, Content Integrity, or Compare with Live analytics reporting
- Digital Shelf analytics reporting
- Analytics URLs & Configuration related issues.
- Automotive
- Automotive: “ACES/PIES” or Distribution related issues
- Wellness or Nutritionix
- Nutritionix / Track App or Smart Label related issues
- ProductDNA
- ProductDNA UK Supply Chain related issues
- A request type not listed above
- Any issue that could not fit into the above categories
- If your issue falls under a category, but not the specific issue types listed, do not select this option. Instead select the category and select “other” for “Issue Type.”
- Select Issue Type: Specify the Issue related to the Service type selected above.
- Describe Your Problem: Clearly explain the issue and include the following whenever possible.
- Products’ Unique Identifiers (GTINs/UPCs) if applicable. Product records in the system may share similar names, especially within the same packaging hierarchy. A unique identifier will provide specific attention to a particular record.
- URL links to impacted Product Display Page(s) on retailer site if applicable.
- Attach Supporting Files: Add spreadsheets, screenshots, or documents to clarify the issue.
- Spreadsheets should be sourced from the blank templates downloadable within the Syndigo Platform, in the activity log or URLs tabs, to ensure there are no formatting errors when importing.
- Take a screenshot of the entire page that an issue occurred on.
- Highlighting, drawing arrows, or circling the errors can be helpful in identifying the issue.
- Note: The keyboard shortcut to screenshot on Windows 11 systems is (Windows + Shift + S).
- Submit: Confirm all details are accurate and submit the form. Efficient, detailed communication ensures faster resolution.
Once the form has been submitted, you will hear back from a support agent within 4 business hours.
