Updated 05/05/2023
We would love to help you!
Chat Support
This is the fastest way to get support! Contact us via the chat bubble in the bottom, right-hand corner of your screen for technical support from one of our Customer Happiness representatives.
In chat, we can quickly provide you with immediate workflow or troubleshooting assistance, educational articles, or helpful videos for any issues that may arise.
In Wholesale
Please also watch one of the informative videos below! Choose the one that applies to your account.
Metrc & BioTrack | Washington & Standalone |
In Retail
Voicemail Alternative
This will delay support a little bit for you, but if you prefer to call and leave us a message, a Customer Happiness team member will send you a reply by chat at our earliest opportunity within support hours as outlined below. (Chat replies convert to email if you haven't seen our chat message after a few minutes and we have your email address.) We do not offer live phone support at this time.
If you leave a message with our Sales team on a sales matter, they will call you back directly.
For support calls, please include your name, business name, license number, and details about your issue when you leave your message.
Call (206) 494-4689 and choose from the following options:
Extension 1 - Sales
Extension 2 - Wholesale accounts located in states where you are not connected to a state traceability system
Extension 3 - Wholesale accounts located in Washington, or in a state where you are connected to BioTrack
Extension 4 - Wholesale accounts located in states where you are connected to Metrc
Extension 5 - Retail dispensary accounts
Extension 6 - Paytender support (you will be forwarded directly to the Paytender support line at 800-687-1557)
Our Hours of Support
Effective August 2022:
Wholesale
Full support Monday through Friday 8 am to 4 pm Pacific Time
Retail
Full support Monday through Friday, 8 am to 4 pm Pacific Time
Weekend emergency support*, Saturday and Sunday, 10 am to 6 pm Pacific Time
Weekday holiday emergency support*, 8 am to 4 pm Pacific Time
Emergency support is available to help you with the following issues:
Register malfunction
Inability to complete a sale or transfer
Inability to locate active product in the system that is directly blocking a sale or transfer
Inability to log in to the account
All other issues submitted during emergency hours will be addressed the following business day.