Email support, answered by the people who build it.
We are here by email, Monday to Friday. Find help with setup, missing downloads or signing in, and write to us whenever you need a hand with your account.
Bought something and it never arrived? Start here →
Find help with a common question
These guides are available whenever you need them.
The documentation
Follow the setup guide, choose delivery settings, add license keys or import past orders. Find the instructions for the task you want to complete.
Open the docs A buyer says nothing arrivedThe delivery email that didn't turn up
Check the buyer’s email address and spam folder, then the product setup. Each product code, called a SKU, needs to match in your store and FetchApp. If a license key is missing, check the unused keys too.
Work through it You can't get inFind your account and sign in
Your account has its own address, such as your-store.fetchapp.com. The part before .fetchapp.com is your handle. You can reset your password there; if you have forgotten the handle, email us and we will help find it.
What to expect from us
Email support is available Monday to Friday and is answered by the people who build FetchApp. We do not offer a guaranteed response time.
Help with your account. Write from an email address on the account so we can look at your products, orders and delivery history. We can help resend a delivery, reopen or extend a download, find your handle, cancel or downgrade, and work through an import with you. Delivery setup → · Importing orders →
Help with a purchase. We need the seller’s FetchApp handle to find their account; a buyer’s email address alone is not enough. If you do not know it, contact the store you bought from so they can find the order and resend the links.
Help with your store or bill. We cannot change the order details your store sends, so a mismatched product code may need fixing there. We cannot see full card details or take a payment by email. For a delivery problem, include a specific order number so we can trace what happened.
What to include in your email
Include the details you have so we can find your account and understand what happened:
-
Your FetchApp handle, the name before
.fetchapp.comin your account address. - An order number or the buyer’s email address, plus roughly when the order was placed and your timezone.
- What you expected and what happened instead. Copy the exact error message if one appeared.
- Your store platform, such as Shopify, PayPal or WooCommerce. Let us know if you use a custom connection.
- When the problem started, and whether the same setup worked before.
For a billing question, tell us whether you signed up on our site or through the Shopify App Store. This helps us check which subscription is involved. How billing works →
Reporting a bug
Email a bug report to the same support address. Include your handle, an affected order number, when it happened, the steps you took and what you saw. If you can repeat the problem, include those steps too.
Please report it even if someone else may already have done so. If it is affecting customer deliveries right now, say so in the subject line so we can prioritise it.
There is no live status page. Send us an affected order number and we can investigate the delivery with you.
Asking for a feature
Tell us what you want to sell or make easier in your shop. We read every request and can help you understand the options. There is no public roadmap or voting board.
- Already possible. We will show you the setting or guide you need. Sometimes a CSV import or custom API connection can help. Import past orders →
- Planned. We will explain where the work stands and what needs to happen first. A request does not come with a guaranteed release date.
- Outside our plans. We will let you know so you can decide on another approach.
We do not offer open-ended custom development. If your request needs new code, describe what you need and we will explain whether we can take it on and on what terms. Browse the guides →
Common questions
I bought something and my download never arrived. Can you find my order?
We need the seller’s FetchApp handle to find their account; your email address alone is not enough. If your download link contains the handle, use it to open https://your-store.fetchapp.com/orders and look up the purchase with your email address and order number, or contact the seller to resend it. Help finding a download →
Do you have a phone number?
Support is by email, Monday to Friday; we do not have a phone support line. If you would like to discuss a migration, a large catalogue or a more involved setup, email us and we can arrange a call.
Is FetchApp down?
There is no live status page. Email your handle and an affected order number so we can investigate. On Shopify, received notifications that did not become orders are re-checked automatically; if no notification arrived, the order needs to be re-sent or imported. Help with a missing delivery →
Can you cancel or downgrade my account for me?
Yes. Write from an address on the account, or cancel or downgrade in your admin. Uninstalling the Shopify app removes access to your store but does not close your FetchApp account; any separate direct subscription keeps running until cancelled. Check your billing setup →
Will you help me move a catalogue over from somewhere else?
Yes. Tell us which service you use and what you need to bring across. We will explain what can move, what needs extra work and what stays behind, then run the import with you. Plan your move →
Something in the docs is wrong. Who do I tell?
Email [email protected] with the guide link and the step that did not match what you saw. We will check it and help you work through the task. Browse the docs →
Tell us how we can help.
Email [email protected] with your account handle and, for a delivery question, an order number. The FetchApp team answers Monday to Friday.