Escalating an Existing Ticket
To submit a support ticket for all matters visit the Global-e Merchant Support Portal.
Follow the instructions here to sign in.
Global-e handles all tickets, including escalations, in the Portal.
From the Portal home page, click the user icon (top-right) and select View Existing Requests.
Open the relevant ticket (status must be Open / unresolved).
Click .
Choose an Escalation Reason from the dropdown.
Add Escalation Details explaining the urgency.
Click .
The ticket is flagged for prioritization handling by the relevant team.
Tip
We encourage using the button whenever an open ticket becomes time-sensitive or requires urgent attention. This ensures:
Escalations are logged and tracked through a centralized, visible channel
No requests are overlooked or delayed
The relevant support team can respond with the necessary priority and urgency