Support
How to get help.
In plain English
One inbox per topic, real humans reading. Support is support@flintmere.com. Security is security@flintmere.com. Billing is billing@flintmere.com. We reply within one working day on the free scanner, same day on paid plans. The team reads every email for the first hundred customers.
Last updated:
Who answers
Flintmere is run by a small team in the UK. The team reads and replies to every support email — no ticket queues, no first-line script, no chatbot triage. While the team is small, response is fast and personal; as the team grows, the same standards hold.
How to reach us
Every message goes through our contact form. Pick the topic that fits and the message lands in the right inbox — we reply within two working days.
Product / how-to
Billing and refunds
Privacy and GDPR
Security disclosure
Legal and contracts
Response times by plan
Free scanner
Reply within 1 working day. Best-effort.
Growth £79/mo
Reply same working day during UK office hours.
Scale £249/mo
Reply same working day. Priority queue.
Agency £499/mo
Same working day. Dedicated Slack Connect channel on request.
Plus from £1,200/mo
Contractual SLA per order form. Named contact with mobile number. Monthly review call.
Security reports
Acknowledged within 24 hours, 7 days a week.
UK office hours are Monday–Friday, 09:00–17:30 Europe/London, excluding UK public holidays.
Status and uptime
Scanner uptime is monitored externally by BetterStack with three-minute health checks; the on-call operator is paged within nine minutes of a sustained outage. We do not yet operate a public status page — if an incident affects you, we email you directly. Root-cause post-mortems follow within 5 working days for any Severity 1 or 2 incident and are sent to affected customers; you can request the latest via our contact form (General topic). A public status page is on the pre-launch roadmap.
What we need from you
To help us help you quickly, please include:
- Your Shopify store domain (e.g.
yourstore.myshopify.com) - The scan ID (for scanner issues) or the exact step you were on (for app issues)
- A screenshot or the text of any error message
- The approximate time the issue occurred (so we can pull the right logs)
Feature requests
We take feature requests seriously — customer messages shape the roadmap. Send them via our contact form (General topic) with the word “feature” in your message. We read them all and publish a quarterly roadmap summary.
Complaints and escalation
If you aren’t happy with the response you received, reply with the word “escalate” and the thread is routed directly to the team lead. Unresolved complaints about personal data can be raised with the ICO: ico.org.uk/make-a-complaint.