How to get help (and what to expect)
How to get help (and what to expect)
There are two ways to reach us:
Email: [email protected]
In-app live chat: click the Support button (lifebuoy icon) in the left sidebar.
Have a feature idea? Use the Feature requests button (lightbulb icon) next to the Support button.
Depending on what you are asking, an AI may respond to you to facilitate finding information in our documentation and knowledge base. If it is unable to help you, the chat will be transferred to a human and it becomes a direct line to the founders. We genuinely want to help, and to listen, so don't hesitate.
What to expect
We're based in San Francisco, CA, and generally work Monday to Friday, 9am to 5pm. You might hear back outside those hours, but please don't count on it. In the live chat, we'll keep replying to your messages there; if you've stepped away by the time we answer, we'll continue the conversation over email so nothing gets lost.
Help us help you
Because we're often replying at different times than you, the more detail you give up front, the faster we can actually solve it. Tell us:
which shop you're working in,
which listing (a link is perfect),
exactly what the error or problem says,
and what you were trying to do.
Screenshots or a short video help enormously. A clear description turns a back-and-forth that takes days into one we can fix in a single reply.
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