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Contact Support

We’re here to help! Whether you have a question, found a bug, or need assistance, there are several ways to reach our support team.

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Get Help Fast

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Live Chat (Fastest)

The quickest way to get help is through our live chat. Look for the chat widget in the bottom-right corner of your Alana workspace. How to use it:
  1. Click the chat bubble in the bottom-right
  2. Type your question or issue
  3. Our team responds instantly during business hours
Response times:
  • During business hours (9 AM - 6 PM BRT, Monday-Friday): Usually respond within 5-30 minutes
  • Outside business hours: Messages queue and we respond first thing next morning
Live chat is best for:
  • Quick questions (“How do I…?”)
  • Technical issues that need immediate help
  • Account access problems
  • Real-time troubleshooting

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Email Support

For detailed issues or when you need to send screenshots and files: Send to: support@alana.shopping Response times:
  • Standard issues: Within 24 hours (usually faster)
  • Critical issues: Within 4 hours
  • Billing questions: Within 24 hours
Email is best for:
  • Complex issues requiring detailed investigation
  • Sending multiple files or screenshots
  • Feature requests or feedback
  • Documentation requests (data export, invoices)
  • Issues that are hard to explain in chat

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Community Forum

Connect with other Alana users, share tips, and learn from the community: Visit: community.alana.ai Community is best for:
  • Best practice tips and tricks
  • How other users solved similar problems
  • Sharing feedback about features
  • Finding feature workarounds
  • General discussions about e-commerce and content
Note: Community responses are from users, not official support. For urgent issues, use chat or email.

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What to Include When Reporting an Issue

To help us solve your problem faster, include:

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Essential Information

  • Your workspace name — So we can look up your account
  • Your email address — The one registered in Alana
  • Steps to reproduce — Exactly what you did when the problem occurred
  • Expected vs. actual behavior — What should have happened vs. what did happen

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Helpful Details

  • Screenshots or recordings — Visual proof of the issue
  • Error messages — The exact text of any error you see
  • Browser and device — Chrome on Mac, Firefox on Windows, etc.
  • When it started — Does it happen every time or intermittently?
  • Number of affected products — Is it affecting one product or many?

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Example Good Report

Workspace: My Store Co Email: alice@mystore.com Issue: Products won’t sync from Shopify Steps: Connected Shopify, it shows “Connected” status, but no products appear after 15 minutes Expected: Products should sync automatically Actual: 0 products in catalog, sync shows “pending” Browser: Chrome on Mac First occurred: Today at 10 AM Screenshot: [Attached]

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Response Time Guarantees

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Billing & Account Issues

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Billing Questions

For invoices, payment methods, or pricing questions:
  • Email: billing@alana.shopping
  • In-app: Settings > Billing > Contact Billing Team
  • Response time: Usually within 24 hours

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Account Changes

Need to update your email, company name, or workspace settings?
  1. Go to Settings > Account
  2. Update your information directly
  3. Or email support@alana.shopping for help

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Upgrade or Downgrade Plans

You can manage your subscription anytime:
  1. Go to Settings > Billing
  2. Click Manage Subscription
  3. Choose your new plan
  4. Changes take effect immediately
Questions about plan features? Contact billing@alana.shopping.

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Security Issues

If you discovered a security vulnerability or have privacy concerns: Do not post publicly. Instead:
  • Email: security@alana.shopping
  • Severity: Clearly mark as security issue
  • Response time: Within 4 hours for critical issues
Include:
  • Description of the vulnerability
  • Steps to reproduce (if applicable)
  • Potential impact
  • Your contact information
We take all security reports seriously and reward responsible disclosure. Learn more about our bug bounty program.

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Feature Requests & Feedback

Have an idea for how to make Alana better? Option 1: In-app feedback
  • Click your avatar > Feedback
  • Tell us what you’d like to see
Option 2: Email Option 3: Community We read all feedback and use it to guide our product roadmap.

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Integration Support

Having trouble connecting Shopify, WooCommerce, or another platform?
  1. First, check Sync troubleshooting guide
  2. If still stuck, email support@alana.shopping with:
    • Your platform name and plan
    • The error message or issue description
    • Screenshots of sync settings
We have platform-specific experts who can help.

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Before You Contact Support

Try these first: Most issues have self-service solutions in our docs!

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Support Hours

  • Live chat: 9 AM - 6 PM BRT (Monday-Friday)
  • Email: 24/7 (responds during business hours, first thing in morning if outside hours)
  • Community: 24/7 (user-powered)
Submitted a message outside business hours? We’ll respond first thing when we’re back.

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Check Status

Before contacting support, check if Alana is experiencing issues: Alana Status Page: status.alana.shopping You’ll see:
  • Current system status (Operational, Degraded, Down)
  • Incident reports and updates
  • Maintenance schedules

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Emergency Contact

For critical production issues outside support hours: Emergency line: emergency@alana.shopping (monitored 24/7) Only for:
  • Complete system outages
  • Data loss
  • Security breaches
  • Business-critical issues

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Your Feedback Matters

After we help you, we’ll send a quick survey. Your feedback helps us improve support quality. Thank you for taking a moment to rate your experience!

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Still Need Help?

Or reach out directly: We’re here to help! 🎉
Last modified on February 16, 2026