When & How to Contact Support
Sometimes you need help from our team.
This guide shows when to contact support and how to get the fastest response.
When to Contact Support
✅ Good Times to Contact Support
Contact support when:
├─ You've tried troubleshooting and nothing worked
├─ The docs don't explain your specific situation
├─ You have a technical error (error message, bug)
├─ Your data seems wrong (and you've verified)
├─ You need account-level help
├─ You're migrating/importing large data
├─ You need custom configuration
└─ You're stuck after 30 minutes of trying
❌ Try Self-Service First
Before contacting support, try:
├─ Search the documentation
├─ Check troubleshooting guides
├─ Verify your Shopify settings
├─ Check connection status
├─ Review error messages carefully
├─ Check FAQ section
└─ Try a different browser/device (clear cache)
How to Contact Support
Option 1: In-App Chat (Fastest)
Best for: Quick questions, urgent issues, real-time help
Steps:
├─ Open Synplex
├─ Look for chat icon (usually bottom-right corner)
├─ Click to open chat
├─ Type your question
├─ Wait for response (usually within 1-2 hours)
└─ Chat agent helps you
Response time: 1-2 hours (business hours)
Best for: Urgent issues
Availability: Munich business hours (9 AM - 6 PM CET)
Option 2: Email Support
Best for: Complex issues, detailed problems, documentation requests
Email: support@synplex.io
Include in your email:
├─ Your name
├─ Your Shopify store name
├─ Specific problem description
├─ Error messages (copy-paste exact text)
├─ Steps you've already tried
├─ Screenshots (if helpful)
└─ When the problem started
Response time: 2-4 hours (business hours)
Best for: Detailed problems that need investigation
Availability: Business hours support
Option 3: Help Center
Best for: General questions, common issues
Go to: help.synplex.io
Then:
├─ Browse articles by category
├─ Search for keywords
├─ Check FAQ section
├─ Look for similar problems
└─ Read related troubleshooting guides
Response time: Instant (self-service)
Best for: Quick answers to common questions
Availability: 24/7
What Information to Provide
Essential Information
Always include:
1. Your Store Information
├─ Shopify store name
├─ Plan type (if relevant)
└─ Region/location
2. Problem Description
├─ What were you trying to do?
├─ What happened instead?
├─ When did this start?
└─ Does it happen every time?
3. Error Details
├─ Full error message (copy-paste)
├─ Error code (if shown)
├─ Where you saw the error
└─ Screenshot if helpful
Helpful Additional Information
Include if possible:
├─ Steps you've already tried
├─ What worked before (if it was working)
├─ Your Synplex settings (safety stock, reorder points, etc.)
├─ Data volume (# of products, locations, etc.)
├─ Browser/device you're using
├─ Recent Shopify changes
├─ Recent integrations you added
└─ Relevant logs or timestamps
Email Template
Copy this template and fill in your details:
Subject: [Issue Type] - [Brief description]
Example:
Subject: [Data Sync Issue] - Products not syncing from Shopify
---
Hi Synplex Support,
Store Name: [Your store name]
Shopify Domain: [your-store.myshopify.com]
PROBLEM:
[Describe what's happening]
WHAT I'VE TRIED:
1. [First thing you tried]
2. [Second thing you tried]
3. [Third thing you tried]
ERROR MESSAGES:
[Copy exact error message here]
SCREENSHOTS:
[Describe any attached images]
WHEN IT STARTED:
[Date and time if you know it]
ADDITIONAL INFO:
[Anything else that might be relevant]
Thanks for your help!
[Your name]
Response Times
In-App Chat
Monday-Friday: 9 AM - 6 PM CET
├─ Typical response: 15-30 minutes
├─ During peak hours: 1-2 hours
└─ Priority level: High
Outside hours:
├─ Message saved
├─ Response next business day
└─ Priority level: Normal
Email Support
Monday-Friday: 9 AM - 6 PM CET
├─ Typical response: 2-4 hours
├─ Complex issues: 4-24 hours
└─ Priority level: Normal
Outside hours:
├─ Message received
├─ Response next business day
└─ Priority level: Low
Help Center
Available: 24/7
├─ Instant answers
├─ Search any time
├─ Self-service
└─ No wait time
Priority Levels
🔴 Critical (Respond ASAP)
Contact support immediately if:
├─ Complete system outage
├─ All data is missing
├─ Cannot access Synplex
├─ Security issue
├─ Large amount of data affected
└─ Business operations blocked
Use: In-app chat for fastest response
🟡 High (Respond within 1-2 hours)
Contact support ASAP if:
├─ Data sync not working
├─ Major feature broken
├─ Incorrect data (revenue, inventory, etc.)
├─ Cannot place orders
├─ Performance very slow
└─ Feature not working correctly
Use: In-app chat preferred, email acceptable
🟢 Normal (Respond within 4 hours)
Contact support if:
├─ General questions
├─ Configuration help
├─ Feature explanation
├─ Account changes needed
├─ Setup assistance
└─ How-to questions
Use: Email is fine, chat also works
Before You Contact Support
Troubleshooting Checklist
Try these first:
- Clear browser cache and cookies
- Refresh the page (F5 or Cmd+R)
- Try a different browser
- Try a different device
- Check your internet connection
- Verify Shopify is working (check admin)
- Read the troubleshooting guide
- Search help center
- Check status page (if available)
- Wait 5 minutes and try again
Document everything:
- Note exact error message
- Take screenshots
- Write down what you were doing
- Note when it happened
- List any recent changes
Common Issues & Self-Help
Before Contacting, Try These
Issue: "Page won't load"
Try:
├─ Refresh page (Ctrl+F5)
├─ Clear cache (Ctrl+Shift+Del)
├─ Try different browser
└─ Check internet connection
Issue: "Data is missing"
Try:
├─ Check Shopify to verify data is there
├─ Run manual sync
├─ Verify location/channel settings
├─ Check if products are tracked
└─ Allow 5 minutes for sync
Issue: "Numbers don't match"
Try:
├─ Review data metrics reference
├─ Check calculation method
├─ Verify date range
├─ Check if discounts applied
└─ See revenue comparison guide
Issue: "Can't log in"
Try:
├─ Clear cache
├─ Try incognito mode
├─ Check caps lock
├─ Verify Shopify access
├─ Try password reset
└─ Check email for 2FA code
Support Process
What Happens When You Contact Us
Step 1: You Contact Support
├─ Via chat, email, or help center
└─ Include details and error message
Step 2: We Acknowledge
├─ Within response time
├─ Confirm we understand issue
└─ Ask for any missing info
Step 3: We Investigate
├─ Review your account
├─ Check error logs
├─ Test similar scenario
└─ Identify root cause
Step 4: We Provide Solution
├─ Explain what's wrong
├─ Show how to fix
├─ Or we fix it on our end
└─ Confirm it's working
Step 5: We Follow Up
├─ Verify issue is resolved
├─ Check if you need anything else
├─ Provide documentation link
└─ Close ticket
Chat Support Tips
Get Better Answers Faster
✅ DO:
├─ Be specific about what you need
├─ Provide error messages
├─ Describe what you tried
├─ Include screenshots
├─ Ask follow-up questions
└─ Share relevant details
❌ DON'T:
├─ Just say "it's broken"
├─ Send multiple short messages
├─ Wait a long time to respond
├─ Assume we know your setup
├─ Get frustrated with us
└─ Contact multiple channels
Email Tips
Get Faster Responses
Subject Line:
├─ Use clear, specific subject
└─ Example: "[Data Sync] Products not appearing in Synplex"
Body:
├─ Start with store name
├─ State the problem first
├─ Provide error message
├─ List steps already tried
├─ Attach screenshots
├─ End with what you need
└─ Sign your name
Format:
├─ Use paragraphs (not walls of text)
├─ Number your steps
├─ Highlight error messages
├─ Keep it to 1 page if possible
└─ Proofread before sending
Feature Requests & Feedback
Want to Suggest a Feature?
We love feedback!
Send to: feedback@synplex.io
Include:
├─ What you want (feature request)
├─ Why you want it (use case)
├─ How it would help
├─ Example of how you'd use it
└─ Any alternative solutions you've tried
We review all feedback and prioritize by user requests.
Account & Billing Questions
For Billing Issues
Contact: billing@synplex.io
Include:
├─ Your store name
├─ Current plan
├─ Specific question
├─ Invoice reference (if relevant)
└─ Any error messages
Response time: 4-8 hours (business days)
For Account Changes
Via in-app support or email:
support@synplex.io
Mention:
├─ Account/store name
├─ What you want to change
├─ Reason for change
└─ Preferred timeline
After Your Issue is Resolved
Help Us Improve
We ask:
├─ Was the response helpful?
├─ Did it solve your problem?
├─ What could we do better?
└─ Any other feedback?
Please:
├─ Rate your support experience
├─ Leave feedback if requested
├─ Share your experience
└─ Suggest improvements
FAQ: Support Questions
Q: "How long until I hear back?"
A: Chat: 15 min - 2 hours. Email: 2-4 hours. Outside hours: Next business day.
Q: "Is there a phone number?"
A: Currently support is via chat and email. Phone available for enterprise customers.
Q: "What if I have an emergency?"
A: Use in-app chat. Mark as urgent. If outside hours, we'll respond first thing.
Q: "Will you fix bugs for free?"
A: Yes. All confirmed bugs are fixed at no cost, regardless of plan.
Q: "Do you have premium support?"
A: Enterprise customers get priority support. Contact sales for details.
Q: "Can you change my Shopify settings?"
A: We can advise, but you control all Shopify settings. We won't make changes directly.
Q: "Do you ever call customers?"
A: Only if you ask. We can schedule a call for complex issues.
Q: "How is my data shared with support?"
A: We can only see what's in your Synplex account. We never access Shopify admin. Data is secure.
Related Resources
- Help Center — Browse all articles
- Feedback — Feature requests
Summary
| Channel | Speed | Best For | Response Time |
|---|---|---|---|
| Chat | ⚡ Fastest | Urgent issues | 15 min - 2 hrs |
| ⚡ Fast | Detailed problems | 2-4 hours | |
| Help Center | ⚡ Instant | General questions | Immediate |
Quick Access
🔴 Critical Issue?
→ Use in-app chat NOW
🟡 Problem I can't solve?
→ Use in-app chat or email
🟢 General question?
→ Check help center first, then email
📚 Learning how to use Synplex?
→ Read documentation
💡 Want to suggest something?
→ Email feedback@synplex.io
💰 Billing question?
→ Email billing@synplex.io
Last Resort Checklist
Before giving up, try:
- Restarted your browser?
- Cleared all cache?
- Tried different browser?
- Tried different device?
- Checked Shopify settings?
- Run manual sync?
- Waited 10 minutes?
- Read troubleshooting guide?
- Searched help center?
- Checked status page?
If all above failed: Contact support with details from above.
We're here to help! Don't hesitate to reach out. 🤝