Contact support: email, hours and reply times

If this help centre does not answer your question, write to support@affcheck.com. One person reads that inbox.

How long a reply takes

Support is by email, during business days, on a best-effort basis. AffCheck is a one-person company, so please allow up to two business days for a reply. That is the same commitment as section 11 of the terms, not a different one, and it applies whatever plan you are on — there is no faster tier you can buy.

Most answers come sooner. Two business days is the outside edge, and it is what you should plan around if you are writing the day before a validation deadline. If your locking or auto-validation date is close, say so in the subject line.

What to put in the email

Send it from the address you signed up with, and include:

• Your store's Shopify domain, so we can find the right workspace.
• The network and, if it is about an import, the import's date and file name.
• What you expected and what happened, and the exact wording of any error.
• A screenshot if it is about something on screen.

Please do not send customer names, email addresses or card details. We do not need them, and AffCheck itself never stores them: the matching works on order references, totals, refunds and tags.

What support can and cannot do

We can explain what a flag means, why a row was matched or missed, why a file failed to parse, what a network's own documentation says, and anything about billing, exports or deleting your data. Send a redacted export and we will tell you how AffCheck reads it.

We cannot log in to your affiliate network or your Shopify admin, and we will not ask you for a password or an API key over email. AffCheck never submits anything to a network for you — flags are suggestions and the decision is yours — so nothing we do on our side can decline or approve a commission.

The other addresses

• Security — send vulnerability reports to security@affcheck.com, not to support. The rules and the acknowledgement time are on the security page.
• Privacy, data access and deletion — support@affcheck.com is the right address, and the self-serve routes are on delete my data.
• Billing and refunds — support@affcheck.com, or the "Request refund" link in your Paddle receipt. What is refundable is in the refund policy.

There is no phone number and there will not be one. In-app chat is named in the terms: when it is switched on, app screens carry a "Chat with us" button, and it reaches the same person and the same two-business-day promise as the inbox. Email always works.

Before you write

Two pages answer most of what arrives in the inbox:

• When an import fails — a file that will not parse, or parses into the wrong columns.
• Reason codes — what a flag means and what to write when you decline it.

And if something on this site or in the app is simply wrong — a network's screen has moved, a fact is out of date — tell us. Corrections are the most useful mail we get.