Support

One address, and the person who built it reads it

No ticket form, no tier, no bot in front of it.

Write here

support@provkeep.com

That address goes to the person who wrote the code you are asking about. It is not routed, not triaged, and not answered from a script. While the list of stores is short this is simply what support is — and it is worth more than a queue, because the answer comes from someone who can also fix the thing you are describing.

There is no stated response time on this page, deliberately. A number is a promise with a mechanism: either it is honoured in the worst week or it is decoration, and this is a market that has been handed decoration before. What is true every week is who reads it.

What to include, so the first reply is the useful one

• Your store’s address, and the order number if it is about one order.
• What you expected to see and what you saw instead — a screenshot of the screen beats a description of it.
• If it is about connecting your store, say what the plugin’s Test connection button reported. That one line usually identifies the problem on its own.
• Never your secret API key. It is not needed to diagnose anything, and an address that holds one is a liability for both of us. If you think a key has been exposed, say so and issue a new one from Settings — the old one can be revoked in the same place.

What this address cannot answer

We make the record; your acquirer and the card networks make the decision. So questions about whether your records will satisfy a particular underwriter, whether to accept a reserve, or what your obligations are where you trade, are ones we are not in a position to answer and will not guess at. What Provkeep is and is not sets out that boundary in full.

What this address is good for: anything about the product, anything about a record that looks wrong, and anything the documents produce that you do not understand. If a document says something about your store that you think is untrue, that is the most useful mail you can send — it has twice turned out to be a real defect.