ProShip Support: Getting Help

Customer support is more than a concept - it's a commitment. We offer a full range of support and services including 24/7/365 support via phone, e-mail or online ticketing system.

Logging in to ProShip Help

ProShip Help

Login to ProShip Help

Submit a support request through the online ticketing system.

(For ProShip customers only.)

Standard Support Hours: Monday - Friday, 7am - 7pm (after hours support available)
Email Us:
Call: 800-353-7774 or 414-302-2929

Login to ProShip Help

Internal Escalation Process by Priority Level

Emergency (Carrier orders cannot be processed and all shipping operations are unable to process)

Within 15 minutes: Auto-notification to customer that a call ticket has been assigned. ProShip escalation team is immediately notified of critical issue.

Within 30 minutes: Update activity log and customer of status. Update ProShip escalation tram every 30 minutes of resolution progress. Alert all senior ProShip engineers for assistance as appropriate.

Within 1 hour: Continue activity and customer updates. Update ProShip escalation team every hour of resolution progress.

Within 2 hours: Continue activity and customer updates.

ProShip Support

How to Submit Issue Tickets

  • Document your issue in an e-mail message and send to An issue ticket will immediately be created and you will receive a confirmation by e-mail.
  • For emergency issues (carrier or shipping system is non-operational), call 800-353-7774 and ask for your dedicated account manager. We immediately escalate emergency issues within our organization to ensure that we are monitoring the emergency at all times and that our senior staff is alerted to the situation.


    Important Information to Gather Before Contacting Our Support Center

    • ONE

      What procedure(s) are you trying to accomplish or what is the exact error message you are receiving? Please provide screenshots, shipment xml files, etc.

    • TWO

      Identify the affected level: is this a single package? Is this a carrier issue (all FedEx, all UPS, etc.)? Are you unable to process any shipments?

    • THREE

      Were you able to complete this process before? If so, what is the difference since the last time you were successful?

    • FOUR

      Can you re-create the issue every time? Have you experienced any system outages or failures within the last 24 hours?