Choose the right public support surface, search task-level articles, and provide useful evidence when you cannot sign in or do not yet have an account.
Who can do this
- Available without sign-in.
Before you start
- Know the outcome you were attempting and the public route or sign-in step where it stopped.
- Remove passwords, verification codes, payment details, API secrets, and identity documents from anything sent.
Steps
- Open Help for step-by-step instructions. Public Help intentionally contains only anonymous/pre-account and shared public workflows, not client or shipper operational records.
- Search with an action and screen term, such as search location, default box, scenario calculator, shipper profile, become shipper, verification code, or password reset.
- Select a topic. The left panel shows only articles in that topic; it no longer repeats every article. When you search, grouped results can span relevant topics.
- Open an article and use On this page to jump to prerequisites, steps, decisions, completion, side effects, common problems, safety checks, or escalation.
- Use FAQ for short product concepts and How-to Videos when a visual demonstration is available. Return to the canonical article for complete field/recovery guidance.
- If signed in, use the Client or Shipper Help Center for role-specific operations. Public Contact is intended for prospective users, inaccessible accounts, and problems that prevent ticket creation.
- When contacting support, include the role you intended, route/screen, action, time/time zone, exact safe error text, browser/device, and a redacted screenshot. Include a public shipper name/ID or results URL when relevant.
Fields and decisions
- Help articles are canonical task guidance; FAQ answers are concise explanations; videos demonstrate selected flows; posts/marketing pages are educational, not operating instructions.
- Public Help will not return private client or shipper articles. Sign in to the correct role for private workflow guidance.
- A useful error report states expected versus actual behavior and the last successful step.
- Screenshots must hide email codes, passwords, access tokens, full card/bank information, identity documents, and private customer addresses.
- For intermittent problems, include whether refresh/retry changed the result, but do not create repeated contracts, charges, labels, or records as a test.
- English is the currently verified canonical help locale; other displayed locales may fall back until reviewed.
Finished when
- You found the correct public or signed-in article, or submitted one safe support request with enough evidence to reproduce the problem.
- No private secret or duplicate operational action was introduced during troubleshooting.
What this changes
- Searching help changes only the displayed article list.
- Submitting Contact creates a support message for the admin/support team but does not modify contracts, inventory, money, or account approval by itself.
Common problems
The expected client/shipper article is not visible publicly.
This is intentional role separation. Sign in and open the matching portal Help Center.
Help search returns nothing.
Use a shorter product label or outcome, clear the topic/search, and browse the relevant public topic.
A public article does not match the current screen.
Stop before consequential actions, capture the route and visible labels, and contact support so the product/content mismatch can be reviewed.
You cannot create a signed-in ticket.
Use the public Contact page and explain the sign-in or access blocker.
Safety checks
- Never send passwords, verification codes, session tokens, API keys, full payment data, or identity-document images in ordinary support text.
- Do not repeatedly submit a form that may create a contract, payment, label, or application while diagnosing an uncertain response.
- Use public Contact immediately for account takeover concerns, inaccessible verification/sign-in, exposed private data, or persistent public errors. State urgency and safe evidence without secrets.
Owner: Fulfield Product Support | Content version: 2026.09.01.1 | Last verified: 2026-09-01