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How to contact support

Need help? Connect with the Partner Center support team to get your questions answered! There are two ways to contact our support team:

  1. Contact us through email
  2. Submit a ticket through Partner Console - Login Required

Option 1: Contact us through email

  1. To initiate a support ticket and receive email responses, all developers can use the Contact Us option available on TikTok Shop Partner Center:

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  1. On the following page, please provide us your contact details, a detailed issue description, and any relevant files and documents. The more detailed your description, the more efficiently our support team can provide timely assistance:

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  1. Once the support request is successfully submitted, you should receive an email confirmation from partner-us.support@tiktokshop.com (US Partners) or partner.support@tiktokshop.com(Non-US Partners). Subsequent replies and updates on the issue will also be communicated from the email address above:

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📌 Note: Please refrain from sending emails directly to partner-us.support@tiktokshop.com or partner.support@tiktokshop.com. If you send questions to this email address, our support team will not receive them. To ensure a seamless process, all inquiries must be submitted through the Contact Us form.

Option 2: Submit a ticket through the Partner Console

  1. In the Partner Center Console, navigate to the Help Center located at the bottom of the left-hand navigation panel:

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  1. In the Help Center, select the option to Get technical support:

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Alternatively, you can also submit a ticket by clicking on the TikTok Shop Partner banner and selecting Submit a Ticket in the drop-down menu:

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  1. From the drop-down menu, choose the appropriate issue category:

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  1. Please provide a ticket title, a detailed issue description, and any relevant files and documents. The more detailed your description, the more efficiently our support team can provide timely assistance:

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  1. Upon successful ticket submission, a confirmation will be displayed:

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  1. Navigate to the Support tickets page by returning to the Help Center and selecting View my tickets:

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  1. When our support team responds, you can see the response on the Support tickets page. This page serves as a hub for tracking and managing all tickets you have opened. In addition, you can submit a new ticket directly from this page:

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Ticket response time guideline

Once you've submitted a ticket, our support team aims to provide an initial response within 24 business hours, usually much sooner, to address your question. Our goal is to resolve your issue completely within 48 business hours.

  • Initial Response: Typically < 24 business hours
  • Issue Resolution: Target < 48 business hours

Please note that these are general response time guidelines, and we always strive to address your needs as promptly as possible.