Support that actually gets you unstuck
Every question reaches a team that can see what is happening in your store — not a queue where you explain your setup three times. Ask from inside your dashboard, and track every request in one place.
Response times
Every plan includes support, and paying customers are answered before trials. Premium carries a priority commitment: a first response within one hour.
Where we publish a time, it is the one we work to rather than an upper bound we sit against — most requests are answered well inside it.
How a request is handled
Raise it from Settings → Support in your dashboard and you get a confirmation straight away, so you know it landed. You are answered by our support system, which can already see the state of your store — your plan, what is configured, and anything that has recently failed. That is why you are not asked to re-describe your setup.
Anything that needs our support engineers reaches them, and every conversation stays in one thread so nothing is repeated or lost. We email you when we reply, so you do not have to sit in the dashboard waiting. A person is always reachable.
What support can and cannot do for you
This is a protection, not a limitation.
- Look into your account and see what is actually happening in your store
- Re-run a sync or import that failed
- Refresh things that have gone stale
- Restore something you deleted by mistake
- Change your plan without you asking
- Move money or issue a refund without you confirming
- Delete anything
Your data, in support
A request is scoped to your own store, and nothing else. Support works from diagnostics — what is configured, what failed, what your limits are — rather than browsing your data. Entering your account requires a separate, recorded authorisation; it is never something that happens quietly because a ticket was opened. This sits alongside the commitments in our privacy policy.
Deleted something by mistake?
Anything deleted in the last 90 days can be restored by you, from the same list you deleted it in — and it comes back whole, not as a shell. Older than that is a conversation with the team.
If you bought through an agency
Your agency is your first line of support, and the platform stands behind them. You raise requests the same way, in the same place, and the same response times apply. Anything that only we can fix reaches us without you having to chase it.
Fair use
There is a limit on how many new requests one store can open in a short period, so the queue stays responsive for everyone. It is set high enough that normal use never reaches it, and replying on a request you already have is never limited — an ongoing conversation is never blocked.
Questions before you start?
Talk to us — the same team that answers your support requests.