Contact support
Write from the email address used for your order whenever possible. Do not send passwords, login codes, private API keys, full card details or bank credentials.
Legacy 1:1 setup orders
Set Up My Brand 1:1 is no longer sold to new buyers. If you already purchased it, email support from the address used at checkout and include your order ID, store URL, time zone and two preferred meeting times. Your existing booking right remains valid.
What to include
- Your full name and purchaser email address.
- Your Ecom Agent OS order ID.
- Your Cashfree payment reference when the question involves payment.
- The item or add-on you need help with.
- A short description of what happened, including the file name, AI host or error message when relevant.
- A screenshot with personal or secret information removed, if it helps explain the issue.
Hours and response targets
Support business days are Monday to Friday, excluding Indian public holidays. We target a reply within two business days.
Complaints are acknowledged within 48 hours and targeted for resolution within one month. Complex issues that depend on a payment provider or another third party may take longer, and we will update you when that happens.
What support covers
Updates issued for the purchased product are included for 12 months.
What is outside support
- Managing your advertising, store or AI account. Work covered by a previously purchased 1:1 setup order remains available under that order.
- Custom Agent development, campaign execution or ongoing consulting.
- Third-party subscription charges, account restrictions, outages or changes to connectors and APIs.
- Guarantees about revenue, ROAS, conversions, order volume, output quality or business performance.
- Requests that require passwords, account impersonation or unsafe access to a third-party account.
Delivery help
- Confirm that payment completed in Cashfree.
- Check spam, junk and promotions folders for the purchaser email address.
- Search for "Ecom Agent OS" in your inbox.
- If the email or link is still missing, contact support with your order ID and payment reference.
Payment and delivery problems
Digital product sales are final. If you have a verified duplicate payment, failed delivery, materially defective file or material mismatch, contact us within seven calendar days so we can resolve it. Include your order ID, payment reference and a clear description of the problem. See the full Refund Policy.
Customer care and complaints
Customer care and grievance email: [email protected].
Explain the issue and the resolution you are requesting. Complaints are acknowledged within 48 hours and targeted for resolution within one month.