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Recognize help in the Sobre style

The dashboard and public website adopt warm paper, Instrument Sans typography and pill-shaped buttons. In that new appearance, find help actions by their names and the green WhatsApp bubble. When preparing a request, copy the status message you are seeing.

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Before you start

Identify what you were trying to do and the state you see now.

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Step by step

  1. Start with a homepage task or navigation category. Find the action or state name within the guide.
  2. Review steps, result checks and error recovery.
  3. If insufficient, prepare a short description: task, steps taken, visible message and approximate time.
  4. Message us on WhatsApp. The dashboard shows a green WhatsApp bubble at the bottom right. During initial setup it sits at the bottom left. The bubble opens WhatsApp with the message already started, and you choose whether to send it. The message already names your store, so support knows which merchant it is from the first line. Help and Support (WhatsApp) also sit at the bottom of the sidebar. Help opens this documentation in a new tab, in your store’s language. The sidebar groups (Gift cards, Sales, Growth and Account) expand one at a time: click a group name to see its sections. The open group is shown in bold with a vertical line down to its sections, and the section you are in is highlighted in pink with a marker on the left. Opening WhatsApp does not confirm that you sent the message or that a person received it.

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Support contact happens on WhatsApp

Since 2026-09-16 the assistant help chat is off. Tap the green bubble and message us on WhatsApp. The team reads your request and answers you in that same chat. You do not need to open a panel, share history or complete a survey. The bubble does not depend on the assistant: it always opens WhatsApp. gifty.lat also shows a green bubble, but that one reaches the sales team. The message uses your store’s language. It does so inside the Tiendanube panel too: there it was always in Spanish before. How in-app help works.

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How to verify the result

Useful context distinguishes missing delivery, pending redemption, publication and payment without repeating uncertain actions.

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If something goes wrong

  • Do not publish gift codes, tokens, keys or card data in the request.
  • Documentation cannot check your store’s private state. Request human help through the available channel for account verification.

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Recovery by status

Cancelling a pending attempt does not undo a completed redemption. Read as Markdown