Getting Help Faster: Updates to the Intake Form

We have updated the "Submit a Request" form to help you file tickets faster. Instead of selecting a specific Olo product upfront, you are able to simply select the type of support you need.

What Changed?

Previously, our contact form required you to know which Olo product was causing an issue (e.g., distinguishing between Dispatch vs. Rails vs. Ordering).

We have simplified this by moving to a Task-Based menu. Now, you just tell us what you are trying to do, and we will guide you to the right place.

 

Quick Reference Guide

Not sure which category to choose? Here is where to find common requests:

If you need to...	Select this Category
Report an outage, error message, or broken integration	Something is Broken or Not Working
Update menus, hours, pricing, or POS configurations	Manage Settings & Features
Manage staff access, reset a password, or deactivate a guest	User Access & Management
Open a new store, transfer ownership, or close a location	Launch, Transfer, or Close a Location
Check an invoice, update a credit card, or reconcile payouts	Billing, Invoices, or Banking

Frequently Asked Questions

Which Store ID should I use? Feel free to use the store reference number (e.g., "Store #123") just make sure to include the Brand Name along with it (e.g., "Foosburger - Store 123"). If you happen to know the Olo Vendor ID, that works great too!

What if I don't know the store ID/if multiple locations are impacted? Please add at minimum the Brand or Partner name to the Brand & Store ID field. If a particular group or subset of locations are impacted, add this detail in the description. 

Why are there so many options to click through? We know clicking through menus takes a moment, but it saves time in the long run! By asking you to identify the specific task (e.g., "Menu Issue" vs. "Order Failure") upfront, we can route your ticket directly to a specialist who knows how to fix it—skipping the "triage queue" and getting you an answer faster.

💬 Get in Touch

Have feedback about the intake process?

Please reach out to your Olo account manager or your typical Olo contact. You can also reach our support team directly using the "Suggest a New Feature or Share Feedback" option on the form. Your feedback will be shared with the project team to help us continue improving the experience.