Getting help

Support runs on tickets rather than live chat. You open one, it stays on your account, and every reply lands in the same thread so nothing gets lost between emails.

Before you open one

A fair number of tickets have a faster answer sitting a page away:

A project looks stuck. Clipart usually finishes in a few minutes; wall art and posters take longer because of the upscale step. If nothing has moved in fifteen minutes, that is worth a ticket.
Credits vanished on a failed job. They come back on their own. Failed jobs are refunded automatically, so check your credit history before writing in.
The Etsy draft did not appear. This is nearly always Google Drive being disconnected, since delivery has to succeed before a draft is written. Reconnect it under Integrations and the next run will publish.
A listing reads oddly. The listing editor explains what it changes and what it leaves alone. See Editing a listing.

Writing a ticket that gets solved first time

The difference between one reply and four is usually detail. What helps most:

The project or listing. A name or a link. If you open the ticket from an order, it attaches automatically and we see it straight away.
What you expected, and what happened. “The set should have 15 images, it delivered 12” is instantly actionable. “It did not work” needs a round trip.
When it happened. Roughly is fine. It narrows the logs.
One issue per ticket. Two problems in one thread means the second gets forgotten while the first is being solved.

Screenshots are welcome for anything visual. For anything that went wrong during creation, the project link is worth more, because it points at the actual run.

What we can see

We can see your projects, your pipelines and their logs, your credit history, and whether your integrations are connected. That means you rarely have to explain the technical side.

We cannot see inside your Etsy account beyond what the connection gives us, and we cannot see your passwords or payment details. If a question is about Etsy policy rather than Elistit, we will say so rather than guess.

Categories and priority

Pick the category that fits: billing, technical, feature request, account, or other. It routes the ticket, and billing questions in particular get to the right person faster when they are labelled.

Priority is your call. Use urgent when something is actively costing you money or blocking a sale. Marking everything urgent slows down the tickets that genuinely are.

What happens next

Tickets stay open until resolved, and you get a notification when we reply. You can add to a thread at any time, and edit your own messages if you need to correct something.

A ticket marked resolved can still be read. If the same problem returns, opening a new ticket and mentioning the old one is cleaner than reviving a closed thread.

FAQ

How fast do you reply? We do not publish a guaranteed response time, and we would rather not promise one we might miss on a bad week. Tickets are read in order of priority and age.

Can my virtual assistant open tickets for me? Tickets belong to the account that opened them. A delegate working in your shop does not see your tickets, and you do not see theirs, because these threads often involve billing and account details that are yours rather than the shop’s.

Something is wrong with my Etsy listing after publishing. Say which listing and what looks wrong. If it was created here, we can see the run that produced it, which usually explains it quickly.

I want a feature. Use the Ideas page instead. It is built for that, and other sellers can back the same request, which is how we decide what to build.

Can I get a refund on credits I spent? Failed jobs refund automatically. For anything else, open a billing ticket and explain what happened. We would rather sort out a genuine problem than argue over a few credits.