Whether you are stuck on a batch, your BatchMaker is misbehaving, or a consumer has a question, here is how to reach us.
Quick Reference
Type of Issue | Where to Go |
A question about how to use the Dashboard | This Help Center or the chat widget in your Dashboard |
Your BatchMaker unit is not working | See Need help with BatchMaker? in the BatchMaker collection |
A consumer is seeing an unexpected scan status | Share the scan ID with [email protected] |
Suspected counterfeit activity | Email [email protected] with the scan ID and location |
Billing, plan, or onboarding question | Your ForgeStop account manager, or [email protected] |
Security review or DPA request | Your ForgeStop account manager |
Feature request or feedback | Chat widget or [email protected] |
Chat Widget
The fastest way to reach us is through the chat widget in the bottom-right of your Dashboard and this Help Center. A member of the ForgeStop team or automated assistant typically responds within a few minutes during US EST business hours.
For non-urgent issues or anything that requires attached context (screenshots, scan IDs, batch details), email us at [email protected].
Please include:
Your brand name.
The part of the Dashboard you were in (Products, Batch Details, Settings, etc.).
The product SKU, batch ID, or scan ID involved.
A screenshot if the issue is visual.
What you expected to happen and what happened instead.
What to Include When Reporting a Scan Issue
If you are reporting a scan that looks wrong (unexpected Counterfeit, missing scan, wrong location), send us:
Detail | Where to find it |
Scan ID | The Id column on the Scans tab, or the URL of the Scan Details page |
Batch ID | Batch Details screen, under Batch Description |
Product SKU | Product list or Product Detail screen |
Approximate scan time | Scanned at column |
Consumer's city / region (if known) | Location column on the Scans tab |
Support Hours
Email + Support Desk: available on Standard, Pro, and Plus plans.
Priority Chat Support: available on Advanced and Custom plans.
Personalized onboarding: dedicated 1-on-1 implementation included on all plans.
On-site support: available as an add-on on the Custom plan.
Business hours are US Eastern Time, Monday through Friday. Off-hours messages are queued and answered when the team returns.
Need Help?
If you need further assistance, contact us at [email protected] or use the chat widget in your Dashboard.
Last Synced: 2026-04-23 · Sync Status: Current · ID: 14750091 · Language: English