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.

How to contact Support

Email

To contact our Support team please email support@cartoncloud.com.au or for Integration inquiries please reach out to integrations@cartoncloud.com.au 

Phone

Alternatively, you can 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
  • CA: +1 (236) 326 4665
  • USA: +1 (805) 871 4352

Customer Portal

We are currently in the process of launching a new Customer Portal where you will be able to lodge and view support and integration requests. Stay tuned for more information soon. 

Support availability hours

The below hours apply to business days and exclude Public Holidays. 

  • 8 am to 6 pm Monday to Friday AEST (GMT+10)
  • 9 am to 5 pm Monday to Friday EST (GMT-4)
  • 9 am to 5 pm Monday to Friday PDT (GMT-7)



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