Get help with Strathly

1. How to reach us

• Email: support@strathly.com. It is the one address for support, billing, privacy and security, and a person reads every message.
• Response time: within one business day (Monday to Friday), usually much sooner. If Ivy is down on your store, say so in the subject and we look at it first.
• From the app: in the iOS app, Settings › Contact support opens an email to us. In the dashboard, the help menu has the same link.
• What to include: your store's myshopify domain, where it happens (dashboard, iOS app or the chat on your store), what you expected and what you saw. Never send us passwords or card numbers.

2. Answers you can find now

• The docs explain every part of Strathly step by step, from the quickstart to troubleshooting, and you can search them.
• The changelog lists what changed lately, newest first.

3. The iOS app

• Logging in: use the email and password of your Strathly account. Install Strathly from the Shopify App Store or sign up at app.strathly.com to create your account, or ask your store's owner or an admin to invite you. Forgot your password? Tap “Forgot password?” on the log-in screen.
• No notifications? Check that notifications are on for Strathly in the iPhone's Settings, then open Settings › Notifications in the app: it shows whether this iPhone is registered and what you are notified about. While you are set to Away, the app can pause pushes; switch back to Available. Logging out and in again registers the iPhone again.
• Requirements: an iPhone and a Strathly account on a store. On any other phone, the dashboard works in the browser, Inbox included.

4. Billing and refunds

• Your plan, usage and extra conversations are in Settings › Billing in the dashboard. Every store pays through Shopify: your plan and any extra conversations are on your Shopify bill, and you choose, change or cancel your plan on Shopify's plan page, which Settings › Billing opens.
• Refunds follow our refund policy: email us within its windows and we issue the refund through Shopify. Prices are in U.S. dollars and exclude VAT and sales tax (see pricing).

5. Your account and data

• To delete your account and your store's data, follow these steps.
• To see, correct or export your data, or for any privacy question, write to us with “Privacy” in the subject. The privacy policy explains your rights.

6. Security issues

Found a vulnerability, or think someone got into your account? Email us with “Security” in the subject. The security page explains how we handle reports.

7. Shopping on a store?

If you chatted with an assistant on an online store and have a question about an order, a delivery or a refund, please contact that store: only the store can see and change your order. Strathly provides the chat to the store, and HEAVENLYTRADE S.R.L. SEMPLIFICATA cannot act on orders for it. For a question about your personal data, the store is also the first place to ask; if you write to us, we pass your request to the store.