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Getting support

How to reach the Dataships team when you need a hand

If something isn't working as expected, or you just have a question, there are a few ways to get help. Here's where to go depending on what you need.

Contact support by email

The fastest way to reach us is by emailing support@dataships.io. Our support team handles everything from general questions to technical troubleshooting.

To help us resolve your issue as quickly as possible, include the following in your message:

  • Your store URL: For example, yourstore.myshopify.com
  • A description of the issue: What you expected to happen and what actually happened.
  • A screenshot: If you're seeing an error or unexpected behaviour, a screenshot helps enormously.
  • The affected contact's email address: If the issue is about a specific shopper or subscriber, include their email so we can investigate.

Finding the support button in the app

You can also reach the support team directly from within your Dataships dashboard. Navigate to the Billing screen in your Control Panel — there's a Customer Support button there that connects you to our team.

Working with the Customer Success team

For more complex questions — particularly around onboarding, integration setup, or getting the most out of Dataships for your specific store — your Customer Success contact is the right person to speak to. If you're not sure who that is, email support@dataships.io and we'll connect you.

Response time expectations

We aim to respond to all support requests as quickly as possible during business hours. For urgent issues affecting your checkout, flag this clearly in your subject line and we'll prioritise accordingly.

Self-service resources

This Knowledge Base covers the most common questions about setup, configuration, and how Dataships works. Before reaching out, it's worth checking here first — you may find your answer faster than waiting for a reply.

Good places to start:

  • What is Dataships? — an overview of the platform and what it does
  • Onboarding Checklist — step-by-step setup guide

Frequently asked questions

I can't log in — who do I contact?

Email support@dataships.io with your store URL and the email address you use to log in. We'll get you back in as quickly as possible. If you've forgotten your password, try the password reset link on the login screen first.

My contacts aren't syncing — what should I do first?

Start by checking your integration connection in the Integrations section of your Control Panel. Confirm that your Klaviyo or Attentive's connection status shows as active. If it looks correct but contacts still aren't syncing, email support@dataships.io with your store URL and the email address of an affected contact — we can investigate.