Extensiv Hub

Updated on April 8th, 2025

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  • 3PL Warehouse Manager
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  • Warehouse Management
    Getting Started Admin Console Shipping Order Picking & Packing Receiving Customer Portal Cycle Counting Kit Building Managing Users Barcode Scanner Import/Export Integrations Barcoding Wave Picking Bin Move Mobile Receiving and Picking Settings Popular Articles Reporting
  • Order Management
    Dashboard Orders Inventory Purchase Orders Shipments Customers Products Analytics Settings API API Integrations Accessing and Navigating Order Manager Error Messages Order Manager Popular Articles Accounting Integrations
  • Integration Management
    Getting Started with Integration Manager General Support Troubleshooting Extras & Addons API Documentation Popular Articles Order Sources Order Destinations
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    Getting Started Order Routing Management Technical Issues Shopping Carts Settings Settings, Products, and Orders
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    Extensiv Sandbox Extensiv Extensiv Hub 3PL Warehouse Manager Integration Management Warehouse Management Order Management Billing Manager
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    Getting Started
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  • Help Center
  • Extensiv Hub
  • Technical Issues & FAQs
  • Extensiv Hub
    • Popular Articles
        • Known Issues List
        • Logging into Extensiv Hub for the First Time
        • Recommended solutions to fix invalid email addresses in 3PL Warehouse Manager
        • Navigating Extensiv Hub
        • How the transition to Extensiv Hub affects SmartScan
        • Product Unification FAQs
        • User Management Overview
        • How do I Get an Invite?
        • Add New User with Integration Manager Permissions
    • Getting Started
        • How do I Get an Invite?
        • Logging into Extensiv Hub for the First Time
        • Navigating Extensiv Hub
        • Transitional Login Help
        • Warehouse Manager - Extensiv Hub Migration Checklist
    • Using Hub
        • User Management Overview
        • Creating User Roles in Extensiv
        • Understanding User Roles in Extensiv Hub
        • Add New User with 3PL Warehouse Manager Permissions
        • Add New User with Warehouse Manager Permissions
        • Add New User with Integration Manager Permissions
        • Add New User with Billing Manager Permissions
        • Modifying and Deleting User Accounts in Hub
        • Transferring Ownership of Organization in Hub
        • How to Reset Your Password in Extensiv Hub
        • Modifying and Deleting Custom User Roles in Hub
        • How to Create a New Fulfillment Client as a Sub-Account?
        • How to access Extensiv University
        • Viewing and Editing User Profile Settings
        • Add New User with Order Manager Permissions
        • Understanding the Brand Sales Analytics Dashboard
        • Assigning Support Chat Permission
        • What's my Extensiv ID?
        • Adding a Company Logo
        • Enabling Two-Factor Authentication (2FA)
        • Disabling Two-Factor Authentication
        • Setting Up Two-Factor Authentication
    • Technical Issues & FAQs
        • Known Issues List
        • Contacting Extensiv Support
        • Recommended solutions to fix invalid email addresses in 3PL Warehouse Manager
        • How the transition to Extensiv Hub affects SmartScan
        • Product Unification FAQs
        • Extensiv Hub Migration Status
        • How the transition to Extensiv Hub affects Warehouse Manager (WM) Mobile
        • Recommended solutions to fix invalid email addresses in Warehouse Manager
        • Understanding Support Processes
        • Application Stability
        • Verify your connection to Files.com
        • Extensiv's Holiday Preparedness Guide
        • How to Resolve White Screen Issues with a Hard Refresh or by Clearing the Cache
    • Extensiv's Ideas Portal
        • Ideas Portal Feedback Policy
        • How to Access and Navigate Ideas Portal
        • How to Submit Feedback

Contacting Extensiv Support

This article reviews everything you need to know about contacting Extensiv for help—including when, who, and how.

Support Contact

Email

When emailing Technical Support, your point of contact varies depending on your support needs.

3PL Manager

  • General support or technical questions: support-3plwms@extensiv.com 
  • API questions: api@extensiv.com
  • EDI questions: edi@extensiv.com
  • For custom report questions: reports@extensiv.com
  • Questions regarding any contracts: Contact your Customer Success Manager

Warehouse Manager

  • General support or technical questions: support-wms@extensiv.com
  • Questions regarding any contracts: Contact your Customer Success Manager

Integration Management

  • General support or technical questions: support-im@extensiv.com

Order Management

  • General support or technical questions: support-oms@extensiv.com
  • Questions regarding any contracts: Contact your Customer Success Manager

Network Manager

  • General support or technical questions: support-oms@extensiv.com 

Billing Manager

  • General support or technical questions: support-3plwms@extensiv.com
 
 

Telephone

We recommend contacting us by telephone for urgent or critical issues.

  • 3PL Warehouse Manager: 888-375-2368 (press 2, then press 1)
  • Order Manager or Warehouse Manager: 888-375-2368 (press 2, then press 2)
  •  Integration Manager: 805-399-2278 (press 2)

Contacting through phone is a premium support for Integration Manager. If you’re interested in learning more about Premium support, you can go to your Profile page within Integration Manager, or email support, or learn more here.

 
 
 

Chat

Support Chat is available in all Extensiv applications. Click the chat widget located to the right of your organization name to use this support. 

Access to Support Chat is controlled by user permissions in Extensiv. If you do not see the chat widget, it means you do not have the necessary permissions to use the Support Chat features. Only the System Admins of each organization can grant access to Support Chat.

 
 
 

Support Portal

Extensiv’s Support Portal will soon be available to all Extensiv users within the unified Extensiv Hub login experience. Through here, you will be able to track your overall support experience and get quick case updates from a single location within the system.

The Support Portal can be accessed within 3PL Warehouse Manager via the link in the top right-hand corner:

Please contact your warehouse administrator (System Admin) to request access if you don't have access to Support Portal. 

 

Once in the Support Portal, you can select Create a Case from the top navigation menu to submit a new support case. To learn more about what's available in the Support Portal, please see Navigating the Support Portal or read our list of Support Portal FAQs.

 
 
 
 

 

Hours of Operation

Standard hours of operation

Monday through Friday from 05:00 to 17:00 Pacific time (08:00 to 20:00 Eastern time). 
 
 

After hours support

After-hours support is available for Critical issues only. We define critical issues as extremely urgent matters, such as a total system outage or any other event that is severely impacting your operations. 

3PL Warehouse Manager - from 5:00 PM to 5:00 AM Pacific on weekdays, and all posted holidays and weekends) is available for Critical situations only. This support must be initiated by telephone.

Order Management - from 5:00 PM to 2:00 AM Pacific on weekdays through phone, chat or email.

Warehouse Manager - from 5:00 PM to 2:00 AM Pacific on weekdays through phone, chat or email.

 
 

Support during US holidays

Our offices are closed during US holidays, but telephone support is available for Critical issues. Refer to the Support contact > Telephone section of this article for phone numbers.

  • New Year's Day - Monday, January 1 
  • Martin Luther King Jr. Day – Monday, January 15
  • Presidents' Day – Monday, February 19
  • Memorial Day – Monday, May 27
  • Independence Day – Thursday, July 4
  • Labor Day – Monday, September 2 
  • Thanksgiving Day – Thursday, November 28
  • Day after Thanksgiving – Friday, November 29
  • Christmas Day (Observed) – Wednesday, December 25
  • Day after Christmas - Thursday, December 26
 
 
 
 

Know who to contact.

We have a number of resources you can use to engage with Extensiv, so it's important to understand who you should contact for different circumstances

Technical Support

1. You have questions regarding functionality in the system.

To get your questions answered more quickly, we highly recommend searching our Help Center for an answer before contacting Support.

 


2. You feel there is an unintended issue, or “bug” in the system.

3. You are following up on a case that you don’t see in the Support Portal.

As a general rule of thumb, you should contact Technical Support when your question pertains to a feature that is already available in your product.
 

 
 

Customer Success Manager

Your Customer Success Manager (CSM) is vital when it comes to managing your contract and relationship. If your request deals with enabling premium features, engaging in paid services, discussing your subscription, or escalating more than one case at a time, then you should reach out to your CSM.

If you have questions related to your Extensiv subscription or invoice, please reference our Subscription Invoice and Billing FAQs before contacting your CSM.

If you find that you need to contact another department for any other reason, we’d encourage you to reach out to Technical Support via a phone call to receive the quickest answer.

If you're unsure how to contact your CSM, you can find their contact information when logged into the Support Portal. If you do not have access to the Support Portal, please contact customersuccess@extensiv.com.

 
 

Community

Extensiv Community is a platform we created so that you can communicate with other Extensiv users, stay informed on internal product updates, and share feedback on new features. This platform is currently available for 3PL Warehouse Manager users.
 
You should post in Community when you have a general workflow question, you are interested in the general direction of the product (ex: What’s the plan for SmartScan?), or you see a familiar Extensiv name and would love to just chat. 

 
 

 

 


 

 

 

 

 

 

 

 

 

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  • Known Issues List
  • Product Unification FAQs
  • Recommended solutions to fix invalid email addresses in 3PL Warehouse Manager
  • How the transition to Extensiv Hub affects SmartScan

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