Product support
Problems using either product, bug reports and documentation feedback.
Include: Product and version, macOS version or browser, expected and actual behaviour, and steps to reproduce.
Support
Enquiry guidance and support questions
Find what to include with your enquiry and answers to common support questions.
What to include in your enquiry
Billing
Subscriptions, invoices, plan changes, cancellation and refunds.
Include: Account email, plan and invoice reference. Never include full card numbers.
Sales
Questions before buying, including whether a workflow is supported.
Include: How many stores and listings you manage, and the workflow you need.
Partnerships
Integration or business partnership proposals.
Include: Who you are, your proposal and what it would require from SellerHint.
Press
Media and review enquiries.
Include: Your publication, deadline and what you need.
Privacy and account deletion
Access, correction, deletion, export, consent withdrawal and marketing opt-out.
Include: The product and account concerned, and the outcome requested. Sending a request does not complete deletion.
Security reports
Suspected vulnerabilities and security concerns.
Include: What you found, safe reproduction steps and impact. Do not send live credentials or unnecessary customer data, or post vulnerability details publicly.
Accessibility
Barriers to using the website or products.
Include: The affected page or feature, browser or device, and what prevented access.
Feature requests
Suggestions about a problem or workflow.
Include: What you are trying to do, your current workaround and how often it comes up. The request board is readable; submissions and voting are not connected.
General enquiries
Anything that does not fit the topics above.
Include: Enough context for us to route your enquiry.
Support questions
How do I contact support?
Use Send message on the support page to email [email protected] directly from the website, or email that address yourself. Include the product, version, workspace, exact error and reproduction steps when reporting a problem. Remove unnecessary buyer information; the form does not upload attachments.
The support form shows Message sent and a reference only after the email service accepts it. If sending fails, your text remains in the form. A sent message is separate from a support reply or completion of a privacy request. Other request forms still identify when they prepare an email draft.
What information should I include in a bug report?
What you were trying to do, what you expected, what happened, the steps to reproduce it, any exact error text, and your product and version along with your macOS version or browser.
Remove buyer names, addresses, phone numbers and email addresses from screenshots first, and never send passwords, tokens, API keys or full payment card numbers.
Where can I see known incidents?
The service status page lists the components being tracked and any current or recent incidents.
Where can I request a feature?
Read the feature request board and its roadmap-derived entries, then contact [email protected] with the product, problem and workflow you need. Include an existing board entry if it is related.
Subscriber sign-in, request submission and voting are not connected on the public website yet. The board is not a working submission or voting service, and no customer requests or vote counts are invented.
Who can submit and vote on feature requests?
The intended participation policy is for paid Mac Pro and Web Pro/custom subscribers. Anyone can read the public board.
The website does not currently recognise subscriber sessions or accept requests/votes through the board. Send a feature enquiry to support; a support email is not a recorded board vote.
What happens if I request something that has already been requested?
Check the existing board entries and roadmap first. When contacting support about a similar request, identify the existing entry and explain how your problem or workflow differs.
The public board does not currently accept votes or submissions. Do not repeatedly follow sign-in links expecting a vote to be saved.
Does a feature request with the most votes get built?
The intended policy treats genuine subscriber votes as one input into product decisions, without promising implementation or a release date. The roadmap explains accepted scope and exclusions.
No public voting system is connected yet. Existing entries are identified as roadmap-derived and do not contain fabricated customer votes.
What do the statuses on the feature request board mean?
Open means received and published for other subscribers to vote on. Under review means it is being read properly. Under consideration means it is understood and being weighed against other work. Planned means accepted as work to do. In progress means it is being built. Shipped means released, and where a changelog entry has been published it states what changed.
Not planned means considered and declined, with the reason published rather than the request being deleted or left open. There is no status for a duplicate, because a repeat is removed from the list instead of becoming a second entry.
Where can I see recent changes?
The changelog lists releases per product and channel. There are no public releases yet.