Find an answer, or write to us.
Each product has its own help center, and you need no account to read it. When the answer is not there, write to us through the contact form.
Help by product
- SaaS help center
Articles to prepare, build and run your application project: its scope and its offers, the application and its changes, hosting and domains, versions, access and billing.
- E-commerce help center
Articles to set up your shop and run it: orders, catalogue, marketing, the store builder and your account, with the reference of the E-commerce API.
- Reasoning help center
Applications, models, runs and chains, step by step.
E-commerce help by topic
Each topic opens the first article of its section in the E-commerce help center.
- Getting started
How to sign in, find your way around the workspace, set up the identity of your shop and add your first product.
- Orders
How to find a customer, a cart or an order, follow a payment or a refund, record a shipment and answer a support request.
- Catalogue
How to create products and their variants, organize categories, characteristics and brands, set warranties, publish customer reviews and keep stock.
- Marketing
How to use callouts and the top banner, vouchers, product feeds, press articles, the newsletter and membership.
- Store builder
How to set the identity of your shop, its theme, its pages and sections and its navigation menus, write its own help center and put it online.
- Account and usage
How to read your billing and your usage, send e-mails and SMS from your shop, and check an e-mail address, a phone number or an IP address.
- Questions
Quick answers about your account and access, your online shop, catalogue and stock, orders, payments and shipping, and promotions.
- API reference
Your first call, the error codes and each resource in detail.
SaaS help by topic
Each topic opens the first article of its section in the SaaS help center.
- Getting started
The first steps of a project, how to select the right project workspace, and the preparation of the project.
- Project scope
Business areas, functional specifications, the offers of the project and its roadmaps.
- Application and changes
The application and its pages, the clarifications to answer, and the tasks and their progress.
- Hosting and domains
The infrastructure of an environment, domain names and their connection, and hosting usage.
- Access and billing
Company and registration settings, administration access, billing and invoices, and feedback and issues.
- Questions
Answers about accounts and access, about requests and publication, and about costs and hosting.
If something has stopped working
The first three steps are checks you can make yourself. The last three say what to send us, and where.
1. If a payment fails, look first at your own account with your payment provider: card and wallet details are handled by that provider.
2. If your shop or your application no longer answers on your own domain name, check the settings of that domain where you manage it.
3. Check whether the problem is on one page or everywhere: open another page of your shop, of your application or of your workspace.
4. Note the address of the page, the time, what you did and what you expected to see.
5. Take a screen capture and keep it. The contact form takes text only, so copy any error message word for word into your message.
6. Send it all through the contact form: choose the product concerned and put the name of your shop or project in the subject. Never send a password.
Write to us
Use the contact form and choose the product your request is about. Our team reads the messages sent through this form and replies by e-mail.
If you are a customer, "Send feedback", at the bottom of the navigation of your workspace, sends our team a bug report, an idea or a remark. It is not a support request and no reply is given through it, so use the contact form when you expect an answer.
Write to us in English or French.
For developers
Write to us
Choose the product your request is about and tell us what you need. Our team reads the messages sent through this form and replies by e-mail.
Questions about help
Each product has its own help center, listed on this page under "Help by product". You need no account to read them.
Through the contact form: choose the product your request is about and write your message. Our team reads the messages sent through this form and replies by e-mail.
Write to us in English or French. This website and the help centers are written in both.
No. We sell no support plan: the help centers and the contact form are open to everyone. For an Ultineo SaaS project, any support commitment agreed with you is set out in the agreement that applies to the project.
Send an application for Ultineo E-commerce or for Ultineo SaaS. Each application is reviewed by our team, which replies by e-mail. There is no self-service sign-up.
Our team. Write to us through the contact form and put "Partnership" in the subject. The Partners page says what to tell us.
Through the contact form, with "Security" in the subject. Say which page or account is concerned and what you saw, and never send a password. The Security page says more.