How do I send a message to support?

Open Support from the store menu at the bottom of the sidebar and click Send a message, or open Messages and click the round plus, New message. Pick who to write to: the Founder for feedback, ideas and anything else, Customer success for setup, costs and how a number is calculated, Tech help for syncing, connections and something that does not work, or Billing for your plan, charges and cancelling.

Write your message and press Enter to send it; Shift and Enter start a new line. You can add up to three screenshots, as PNG, JPG or WebP files of up to 10 MB each: click the paperclip, paste one, or drop it onto the chat. Your first message carries your store and the page you came from, on the Sent with line above the box, so we see what you saw. Remove that line before you send if you prefer.

The answer comes back here, in the same chat. Each reply carries the name of the team you wrote to, like Tech help or Billing. The team is online every day, from 08:00 to 21:00 Vienna time. The Support page shows those hours in your store's time zone, and during a holiday the day the team is back. You can write at any time; outside those hours, we get back to you in the same chat once the team is back. When a reply arrives in your chat, the bell at the bottom of the sidebar rings, and the bell and Messages show a count until you read it.

Every chat has one status: New reply, Waiting for nouz, Answered or Solved, and a chat we close reads Closed. Click Mark as solved when you are done, and Reopen if you need more. Messages you sent with the old support form are there too, as closed chats. Replies arrive only in nouz unless you ask for email: open the chat's menu and turn on Email me replies, and we email you when a reply has waited unread for a few minutes. On Pro and Scale, your messages have priority. Many questions already have an answer you can find with the search in Support, and a call and an email are the other ways to reach us.