> ## Documentation Index > Fetch the complete documentation index at: https://docs.alana.shopping/llms.txt > Use this file to discover all available pages before exploring further. # Contact Support > How to reach our support team and get help quickly # 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. ## Get Help Fast ### 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 ### Email Support For detailed issues or when you need to send screenshots and files: **Send to:** [support@alana.shopping](mailto: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 ### Community Forum Connect with other Alana users, share tips, and learn from the community: **Visit:** [community.alana.ai](https://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. ## What to Include When Reporting an Issue To help us solve your problem faster, include: ### 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 ### 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? ### Example Good Report > **Workspace:** My Store Co > **Email:** [alice@mystore.com](mailto: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] ## Response Time Guarantees | Issue Type | Channel | Response Time | | ------------------------------- | ------------------ | -------------------- | | **Account locked/can't log in** | Chat or Email | 1-4 hours | | **Integrations down** | Chat or Email | 2-24 hours | | **Data loss or corruption** | Email | 2-4 hours | | **General questions** | Chat or Email | 5 minutes - 24 hours | | **Feature requests** | Email or Community | 24-72 hours | | **Billing issues** | Email | 24 hours | ## Billing & Account Issues ### Billing Questions For invoices, payment methods, or pricing questions: * **Email:** [billing@alana.shopping](mailto:billing@alana.shopping) * **In-app:** Settings > Billing > Contact Billing Team * **Response time:** Usually within 24 hours ### 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](mailto:support@alana.shopping) for help ### 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](mailto:billing@alana.shopping). ## Security Issues If you discovered a security vulnerability or have privacy concerns: **Do not post publicly.** Instead: * **Email:** [security@alana.shopping](mailto: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](mailto:security@alana.shopping). ## 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](mailto:support@alana.shopping) * Subject: "Feature Request: \[Your idea]" **Option 3: Community** * [community.alana.ai](https://community.alana.ai) * Post in the Feature Requests section We read all feedback and use it to guide our product roadmap. ## Integration Support Having trouble connecting Shopify, WooCommerce, or another platform? 1. First, check **[Sync troubleshooting guide](/help/integrations/troubleshooting-sync)** 2. If still stuck, email [support@alana.shopping](mailto: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. ## Before You Contact Support **Try these first:** * [ ] Check the [common issues](/help/faq/common-issues) FAQ * [ ] Review [error messages guide](/help/faq/error-messages) * [ ] Check [sync troubleshooting](/help/integrations/troubleshooting-sync) (if integration issue) * [ ] Clear browser cache and try again * [ ] Try in incognito mode * [ ] Try a different browser * [ ] Check [community.alana.ai](https://community.alana.ai) for solutions Most issues have self-service solutions in our docs! ## 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. ## Check Status Before contacting support, check if Alana is experiencing issues: **Alana Status Page:** [status.alana.shopping](https://status.alana.shopping) You'll see: * Current system status (Operational, Degraded, Down) * Incident reports and updates * Maintenance schedules ## Emergency Contact For critical production issues outside support hours: **Emergency line:** [emergency@alana.shopping](mailto:emergency@alana.shopping) (monitored 24/7) Only for: * Complete system outages * Data loss * Security breaches * Business-critical issues ## 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! ## Still Need Help? * **Stuck?** Check [common issues](/help/faq/common-issues) * **Error?** See [error messages guide](/help/faq/error-messages) * **Integration trouble?** Try [sync troubleshooting](/help/integrations/troubleshooting-sync) * **Privacy?** Read [data and privacy](/help/faq/data-and-privacy) * **Canceling?** See [cancellation](/help/account/cancellation) Or reach out directly: * **Chat:** Bottom-right corner of your workspace * **Email:** [support@alana.shopping](mailto:support@alana.shopping) * **Community:** [community.alana.ai](https://community.alana.ai) We're here to help! 🎉