# Use Barry, your Starshipit assistant
URL: https://support.starshipit.com/articles/1793152800001-use-barry-your-starshipit-assistant
Canonical: https://support.starshipit.com/articles/1793152800001-use-barry-your-starshipit-assistant
Markdown: https://support.starshipit.com/articles/1793152800001-use-barry-your-starshipit-assistant.md
Updated: 2026-10-28

> For the complete documentation index, see [llms.txt](https://support.starshipit.com/llms.txt).

> Ask Barry to troubleshoot shipping issues, help with setup or log a support ticket with the checks you have already worked through.

Barry is Starshipit’s AI assistant. Ask him to explain a feature, troubleshoot a shipping issue or help you work through setup. He can check available account details, prepare supported changes for you to review, and log a ticket with our support team that includes what you have already worked through together.

## Before you begin

- Sign in to Starshipit for help with your orders, settings or account. You can ask general questions in the Support Centre without signing in.
- If you use more than one Starshipit account, open the account containing the order or settings you want help with.
- Use an account with permission to view or change the area you need help with. Barry’s account tools depend on your access and the tools available in your session.

## Open Barry and ask a question

1. [Sign in to Starshipit](https://next.starshipit.com) and open UI 2.0.
2. Select **Ask Barry** beside **Search** in the header. On a smaller screen, this may appear as an icon.
3. Describe what you want to do or what has gone wrong. For example, enter “Help me find the dimensions field in Product Catalogue.”
4. Follow Barry’s response and ask a follow-up question if you need more detail.

Barry opens alongside the page so you can work through the task as you chat. On mobile, the conversation fills the screen.

In the Support Centre, select the floating **Ask Barry** button or **Get help > Chat with Barry**. When you are reading a guide, **Get help with this** starts a question on your behalf and gives Barry the guide as context.

![Barry helping a user find their way around Product Catalogue in Starshipit](/uploads/articles/barry/product-catalogue-demo.gif)

The example above is from the [Starshipit product update](https://starshipit.com/blog-content/product-update-october-2026).

## Troubleshoot an issue with Barry

Barry can help investigate what has gone wrong, as well as explain what to do. For example, ask “Why didn’t order 12345 print?” He can check available order details and history, including recorded label-printing events, to help narrow down the problem and suggest what to check next.

Include the order number, what you expected to happen, what happened instead and any error message you saw. Barry may ask follow-up questions or suggest a check in Starshipit or on your printer. If he cannot identify the cause from the available information, he can help you take the issue to our support team.

## Questions you can try

You do not need to know a setting’s exact name. Describe the outcome you want, and add an order number, SKU or error message when it helps explain the problem.

| What you need help with | Example question |
| --- | --- |
| Find a setting | “Where can I enter dimensions for a product?” |
| Work through setup | “Help me set up checkout rates for my store.” |
| Check your account configuration | “Which couriers and integrations are connected to this account?” |
| Troubleshoot printing | “Why didn’t order 12345 print?” |
| Investigate an order | “Can you check the tracking and history for order 12345?” |
| Investigate a missing import | “Order 12345 hasn’t imported. What can you find?” |
| Understand a feature | “How does recommended packaging choose a box?” |

Replace example order numbers with your own. For an issue, include what you expected, what happened instead and the exact error message. Leave out passwords and API keys.

If Barry needs more information, answer his follow-up question. If an account check is unavailable or does not have enough evidence, ask what you can check next.

## Review changes before confirming

For supported tasks, Barry can help prepare a change as well as explain the steps. For example, ask him to help add a package size or update a setup setting.

When Barry offers a change, review the proposed values and affected account or orders before confirming. Account tools require your permission, and supported changes use a preview and confirmation step. Ask for an explanation or a different proposal if something does not look right.

Check the result in the relevant Starshipit page after the change completes. For example, after adding a package, open **Settings > Packaging** and confirm its dimensions and units.

## Ask Barry to contact our support team

You can ask Barry to escalate an issue and log a support ticket for you. He can include a summary of the problem, the affected orders and what you have already checked together, so you do not have to start again.

1. Ask Barry to log a ticket. For example, enter “Please contact support about this printing issue and include what we’ve already tried.”
2. Review the ticket details Barry prepares. Check the problem, affected orders, impact and troubleshooting summary, and ask him to add anything that is missing.
3. Confirm that you want Barry to submit the ticket.
4. Check Barry’s response for confirmation that the ticket was created and keep the ticket number if one is provided.

Sign in to use Barry’s account tools and create a ticket. If he cannot submit it, use the [support form](/ticket) and copy in the summary he prepared. You can also [contact our support team directly](/articles/13017036853647-contact-starshipit-support) whenever you need a hand.

## If Barry is unavailable or you still need help

- If you cannot find Barry, check that you are signed in and using UI 2.0. See [Switch between Classic UI and UI 2.0](/articles/4928214852239-switching-between-classic-ui-and-ui-2-0).
- If Barry does not load, refresh the page and try again. If he is still unavailable, use the [support form](/ticket).
- If you use the support form after chatting with Barry, copy in his summary of the issue and checks. The form does not automatically include the conversation.

## Related articles

- [Contact Starshipit support](/articles/13017036853647-contact-starshipit-support)
- [Set up Starshipit and send your first order](/articles/204605505-quick-start-guide)
- [Add and manage products in the Product Catalogue](/articles/1781620000001-add-and-manage-products-in-the-product-catalogue)
- [Set up packages and import weights and dimensions](/articles/206705413-set-up-packages-and-import-weights-and-dimensions)