The Support page in the portal sidebar always has the up-to-date contact details for your company, including a pre-filled email template. Here’s how to choose the right channel.
Choose your channel
- Phone — urgent production issues. Call when customers can’t add passes, a live distribution is failing, or portal access is blocking today’s work. The number is on the portal’s Support page.
- Email — most things. Best for portal questions, setup requests, API help, template changes, and anything that benefits from screenshots: hello@getstell.com.
- Slack — quick questions. If your company has a shared Slack channel with Stell, use it for quick checks and short back-and-forth. Keep detailed error reports in email so the full context stays in one place.
What to include
The more of this you include, the faster the answer:
- Your company or merchant name.
- The affected program, pass, template, distribution, transaction, or integration — with IDs or references where possible (pass ID, transaction ID, order reference).
- What you expected, what happened, and the exact error text if you saw one.
- How urgent it is, including any launch date or customer-facing impact.
- Screenshots, when they help.
Never include secrets — API keys, tokens, passwords, or private keys. Avoid customer names, emails, and phone numbers unless they’re needed to investigate the issue.
What happens next
We’ll either answer directly or ask for the exact detail we still need. For urgent issues, call first and follow up by email with the IDs and screenshots. 
