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When & How to Contact Support

Try self-service first​

Before contacting support, work through the following:

  • Check the Common Problems guide — it covers the majority of data and sync issues
  • Trigger a manual sync via Settings → Sync and wait for it to complete
  • Verify your Shopify data is correct at the source
  • Check Connection & Data Status if data seems stale
  • Refresh your browser and try a different browser if the UI is behaving oddly

If none of these resolve the issue, contact support.

How to contact us​

In-app chat — fastest response​

Open Synplex and click the chat icon in the bottom-right corner. Best for urgent issues and quick questions.

Availability: Monday–Friday, 9 AM–6 PM CET Typical response time: 15–30 minutes during business hours; messages left outside hours are answered the next business day

Email support​

support@synplex.dev

Best for complex issues that need investigation, or anything you want to document in writing.

Availability: Monday–Friday, 9 AM–6 PM CET Typical response time: 2–4 hours for standard issues; up to 24 hours for complex investigations

Feature requests and feedback​

feedback@synplex.dev

Include what you want, why you want it, and how you would use it. All feedback is reviewed and prioritised by request volume.

Billing and account questions​

billing@synplex.dev

Include your store name, current plan, and any relevant invoice reference. Typical response time: 4–8 hours on business days

What to include in your message​

The faster you give us the right information, the faster we can help. Always include:

  • Your Shopify store name and domain
  • What you were trying to do — the specific action or page
  • What happened instead — the exact error message or unexpected behaviour, copied verbatim if possible
  • When it started — date and time if you know it
  • What you have already tried — steps from the troubleshooting guides, manual syncs, browser refreshes

If relevant, also include:

  • Screenshots of the problem
  • The product name or variant if the issue is product-specific
  • Your current settings for lead time, safety stock, or service level if a metric is involved
  • The browser and device you are using

Email template​

Copy and fill in before sending: Subject: [Issue type] — [Brief description] Example: [Data Sync] — Products not updating after manual sync

Hi Synplex Support,

Store name: [your store name] Shopify domain: [your-store.myshopify.com]

PROBLEM: [Describe what is happening]

WHAT I HAVE TRIED:

[First step] [Second step] [Third step] ERROR MESSAGE: [Copy the exact error message here, or write "none"]

WHEN IT STARTED: [Date and approximate time]

ADDITIONAL CONTEXT: [Anything else that might be relevant]

Thanks, [Your name]

Priority levels​

🔴 Critical — contact us immediately​

  • You cannot access Synplex at all
  • All data is missing or completely incorrect
  • A security issue has occurred
  • Business operations are fully blocked

Use in-app chat for the fastest response.

🟡 High — contact us as soon as possible​

  • Data sync is not working after multiple attempts
  • A major feature is broken or producing clearly wrong results
  • You cannot create or manage orders

In-app chat preferred; email is also fine.

🟢 Normal — email is fine​

  • General questions about how a feature works
  • Configuration help
  • Account changes
  • How-to questions