Contacting support

Before emailing, one quick check: FAQ & troubleshooting covers the questions we see most often. If you're hitting one of those, the answer's probably already there and you'll get unstuck in a minute instead of waiting for us to reply.

If you're past that, this page covers how to reach us and what to include to make the back-and-forth as short as possible.

Where to reach us

The contact form at /contact is fine for general questions, but for anything urgent or specific, email goes straight to the right inbox faster.

What to include

Every bug report should include at minimum:

1. What you were trying to do. One sentence is fine. Example: "Import a CSV of 200 customers."
2. What you expected to happen. Example: "All 200 rows to create new customers."
3. What actually happened. Example: "50 rows created, then Distribu showed an error that said 'Import would exceed your plan's customer limit (25). Upgrade or reduce new rows.'"
4. Error messages, verbatim — copy-paste the text, or screenshot the page. "It says something about limits" is much harder to help with than the exact string.
5. Your company name or slug so we can find your account.

The more specific the "expected vs actual," the faster the fix. We don't need a stack trace — just a clear description of the failing interaction.

For API / webhook bugs

Include the request details where you can:

• The HTTP method and URL (e.g. POST /api/v1/orders)
• The request body (scrub API keys first)
• The full response body and status code
• Any relevant timestamps (UTC) so we can correlate with server logs

For webhook issues, include:

• The webhook URL (so we can find the delivery log)
• The event name (e.g. order.created)
• Whether you're seeing deliveries fail in the log, or just not arrive at all

For data / import issues

Include:

• The CSV file you're trying to import (attach it, or a small anonymized sample that reproduces the issue)
• The preview-panel screenshot showing the issue counts
• Whether it's a first-time import or re-import

If the CSV contains sensitive customer info, just describe the first few issue-row messages — we usually don't need the full file to diagnose.

For billing issues

Include:

• The invoice ID (shown in the billing portal on each invoice)
• Whether you're seeing this on the billing dashboard vs in a billing email
• A screenshot of the relevant page

Refunds, prorations, and tax-ID corrections are all possible — we handle the mechanics on the back end once you ask.

What not to include

Don't email us API keys, passwords, or payment card numbers. Ever, for any reason. If we need to investigate account access we can do it from our side without your credentials.

If you accidentally send an API key in a support thread, revoke it immediately from Settings → API keys and create a new one. The old key is now in whatever mail systems your message passed through.

Similarly, for storefront customers: if a customer emails you with their password (the storefront is passwordless so this shouldn't happen, but in the generic case), don't forward that on to us.

Response times

We're honest about this: Distribu is a small team, and we don't have a 24/7 support rotation. Realistic expectations:

• Weekdays, 9am–6pm US Eastern: typically under 4 hours to first response, often much faster.
• Evenings and weekends: maybe same-day for actual emergencies (your whole site is down), otherwise next business day.
• Holidays: slower. Don't launch a migration on Christmas Eve.

We don't sell SLAs on Starter or Growth. Enterprise contracts can include a real SLA with guaranteed response and uptime — email sales@distribu.app if you need that.

If your production system is down and you haven't heard back in a reasonable window, subject-line your email with [URGENT] and give it a few more hours before escalating. We see every email but occasionally one gets buried.

What we can help with

Liberally:

• Bugs, error diagnoses, account recovery, data fixes, migrations.
• "Is this the intended behavior?" design questions.
• Pre-ship sanity checks on integrations you're building against the API / webhooks.
• Walkthroughs of the admin features over a short call (Enterprise and senior Growth accounts).
• One-off data exports in formats not yet self-serve (e.g. the orders CSV that doesn't exist yet).

Gladly, if you're patient:

• Feature requests. We read them all. We can't always ship them fast — and some we don't ship at all — but the feedback shapes the roadmap.

Things we can't help with, or only on Enterprise:

• Writing custom code on your side. We can tell you what the API should return; we can't build your ETL script for you.
• Uptime or performance of your own self-hosted deployment. If you self-host, you own the infra — we're happy to advise but can't log into your systems.
• Tax advice. The billing portal handles tax calculation and tax ID storage; consult your accountant for anything beyond that.

Before you email: a quick checklist

This eliminates ~40% of back-and-forth on its own.

• Checked the FAQ for the exact issue.
• Looked at the section of the docs covering the feature (sidebar).
• For the UI, tried a hard refresh (Cmd/Ctrl + Shift + R) to rule out stale client state.
• For the API, re-read the error message carefully — the exact string is mapped in REST API → Errors.
• For webhooks, checked the recent-deliveries accordion on the Settings → Webhooks page.
• For billing, checked the Customer Portal — most subscription questions answer themselves there.

If you've been through all that and it's still not working, we want to know about it. Email support@distribu.app and we'll take it from there.

Feedback, feature requests, praise

All welcome — same inbox. The team reads every message. We track feature requests in a shared doc and most sprints have a line item for "support-requested fixes."

If a specific feature you'd love would actually change your purchasing decision (e.g. "I'll upgrade to Growth the day you ship multi-image product galleries"), say that in the email. We prioritize roadmap items based partly on what users are actively held back by.

That's all 12 sections

You've reached the end of the documentation. The sidebar has every section, and the search should surface specific terms across all pages.

If you find something confusing, wrong, or missing, email us — we update the docs whenever we ship a feature, and sometimes corrections land here before the code does. Specific feedback on a specific page (with a URL) beats general "the docs are unclear" every time.

Thanks for reading, and welcome to Distribu.