How to submit or view tickets Print

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If you have a "how to" question, or any troubles using your site, our Technical Support team is here to help. They can point you in the right direction if you can't find instructions on how to do something in the knowledge base, or help you resolve an error message if you're receiving one.

There is no limit to the number of support questions that you can ask or how many times you can reply to a ticket until you have an answer you're happy with. All that we ask is that unrelated issues are submitted as separate tickets so that they can be allocated to the best person for the job in each case.

Our support team is available through our ticket system only, 6-days a week including public holidays (with longer turnaround times on public holidays except for site down issues) (not available for biblical holidays though).

To raise a ticket, here's how:

  1. Log in to your Ozcart client area - this is on our website billing and support system, not your website.
  2. Go to Submit a Ticket.
  3. If your issue is about your store, choose Support. Most enquiries will be to this department but your enquiry might be about your domain renewal or your hosting only account - we have separate departments for those.
  4. Fill in all the fields in the form. Don't leave any fields blank or your ticket will not be submitted. If a field doesn't apply, just put a dash in the field or put in N/A
  5. Submit the ticket. You will receive a confirmation email with a number in it, and you'll be able to see the ticket in your ticket history in the client area.


A note about priority: Only use high priority for issues like your site is not showing up at all or showing an error so that your customers cannot get through checkout. For issues that are not "site down", your ticket won't get answered faster by having a high priority label on the ticket. We prioritise tickets ourselves based on their relevance to the operation of your store anyway, so for example, an issue about your checkout not working correctly will be answered faster than an enquiry about where to find something in the manual.

Issues that are not 'site is down' but classified as high priority will have their status changed manually and not be answered any faster.

Our system works well if it is used as it is intended, so in fairness to all customers we ask that you follow the process we have outlined.


To view tickets, make sure you're logged in to our client area and navigate to Support > Tickets.
If you're in our client area dashboard, you can simply click on Tickets.

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