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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

• support@alana.shopping
• Subject: “Feature Request: [Your idea]”

Option 3: Community

• community.alana.ai
• Post in the Feature Requests section

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:

• Check the common issues FAQ
• Review error messages guide
• Check sync troubleshooting (if integration issue)
• Clear browser cache and try again
• Try in incognito mode
• Try a different browser
• Check community.alana.ai for solutions

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?

• Stuck? Check common issues
• Error? See error messages guide
• Integration trouble? Try sync troubleshooting
• Privacy? Read data and privacy
• Canceling? See cancellation

Or reach out directly:

• Chat: Bottom-right corner of your workspace
• Email: support@alana.shopping
• Community: community.alana.ai

We’re here to help! 🎉