Before contacting Support, please first search our self-service help documentation on this Knowledge Base.

Our Knowledge Base provides detailed, yet easy to follow instructions on how to use the various parts of CartonCloud.

Search

If your question is not resolved through our Knowledge Base, please contact us via our Service Desk (typical response within 4 hours, 9:00am to 5:00pm Mon-Fri AEST).

Alternatively, you can contact our support team by emailing support@cartoncloud.com.au

Or, leave us a detailed voice message on the below numbers and we will get back to you as soon as possible.

Aus:  1300 138 871
NZ:   0800 004 133

How to lodge a Support Ticket

The Support Portal can be easily accessed by selecting Contact Support at the top right of this page.

Remember you can access the Knowledge Base directly from the CartonCloud web app at any time by selecting the question mark at the top right of the page.

Once on the Support Portal landing page, enter your username and password. Please note, Support Portal accounts are different from your CartonCloud account (you will need to sign up on your first visit).

Once logged in you will be met with the below page.

You can now use the search bar to enter a question and a list of related guides and how-to pages will be displayed. 

If this does not solve your issue, you can use the options below such as Technical Support or Report a Bug to create a ticket for the Support Team to assist.

By providing as much information in your ticket as possible we will be able to assist you more effectively and resolve your issue faster. Please see examples below of what information we require.

  • Summary of your issue
  • Description of what you were doing before the issue occurred, link from browser, customer, error message. All this information helps to resolve your issue faster!
  • Attachment: a screenshot of the screen you were using, error messages are really helpful to our support team.

Once the ticket fields are completed select Create and your request will be received by our support team. A notification with your ticket number will also be sent to your email.

To view your current support requests with us click HEREPlease respond to support using your unique ticket number so this can be resolved more efficiently


Your feedback is highly valued to allow us to continue improving. We would appreciate it if you could take the time to provide feedback on your support experience. A survey is provided on the resolution email once the ticket is marked as resolved.


RESOLVING SUPPORT ISSUES

When investigating an issue, on some occasions we are required to create a test order in your system so we can replicate and resolve the issue

We have a process in place that allows us to work in your tenancy with a test order only if the below process is followed:-

1) Support will contact you via email on the same ticket that you have raised your issue

2) Support will ask you for approval before proceeding with the test order

3) Once approved by the Tenant we will continue with our investigations

4) We will also advise the customer that the test order has been created/testing completed/issue resolved/deleted

N.B. Only email approval will be accepted to proceed