How to get help from Veya
In this article
This is the one place to reach the Veya team about your ordering website, mobile app, or CMS. Every request gets a ticket, a reply, and a status you can check at any time.
Submit a request
- Click Your requests in the sidebar and sign in with your work email. We send a 6-digit code to that address; there is no password to remember.
- Click New request.
- Tell us what you need help with, where it happened, and any details that will help us reproduce it. If it involves a specific customer order, include the order number.
You can also email support@builtonveya.com. Emails create a request the same way.
What happens next
Your request lands with the Veya support team right away. Here is what each status means:
- In progress: we have it and are working on it.
- Waiting for you: we need something from you. Reply to the thread and it moves back to us.
- Done: resolved. If it comes back, reply on the same thread and it reopens.
Anyone at your brand with a work email on your domain can see all of your brand's requests, so you can follow up on a colleague's ticket without starting a new one.
Response times
We respond during business hours, Monday to Friday, 9am to 6pm Eastern. Urgent issues (site down, checkout broken) are monitored around the clock. See What counts as urgent for how to flag one.