Support
Get help with Factro
A real person reads every message. Tell us what you were doing and what happened instead, and we will usually solve it in one reply.
Contact us
The fastest route for anything technical, billing-related or account-related.
support@factro.inWe reply within one business day, Monday to Saturday. Our operating support desk is based in IST.
Inside the app
Signed in already? Dashboard → Help has the setup walkthrough, the full user guide and screenshots of every core screen.
Open the in-app help →What to include
Sending these four things with your first message usually saves a whole round trip:
- Your Factro account email and, if it is store-related, your store domain.
- What you were trying to do, and what happened instead.
- The exact message shown on screen, or a screenshot of it.
- Roughly when it happened, so we can find it in the logs.
Please never send us a password, a card number or a full API secret. We never need them, and we will never ask for them.
Setup guides
- Shopify — install, reconnect, uninstall and data deletion.
- WooCommerce — plugin download, settings and troubleshooting.
- All integrations — what is available now and what is planned.
Common questions
- My store is connected but no orders are arriving.
- Open Dashboard → Integrations and check the last sync status. A "PartialSuccess" means orders imported but the catalogue could not be read — reconnect to grant product access. A failure shows the reason inline. If the status says the connection is inactive, the store was uninstalled or disconnected and needs reinstalling.
- Older Shopify orders did not import.
- Shopify only returns roughly the last 60 days of orders unless the app holds read_all_orders. Factro requests it, but a connection authorised before that was added will not have it. Reconnect from Dashboard → Integrations and run a sync.
- A WooCommerce order did not reach Factro.
- Open WooCommerce → Factro Connector and read the last delivery message. A non-2xx result is retried automatically with a backoff, so a brief outage recovers on its own. A repeated 404 usually means the webhook URL was regenerated in Factro and needs re-pasting.
- Can I connect more than one store?
- Yes. Each store becomes its own connection, and orders from all of them land in the same customer, sales-order and invoice records.
- Does connecting a store change anything in my store?
- No. Factro asks for read-only access only. It cannot edit orders, inventory, prices or anything else in your store.
- How do I remove a shopper’s personal details?
- Email us from your registered address, or send the request through Shopify. We erase email, phone, contact person, addresses and notes, and keep the buyer name on invoices already issued where tax or accounting law requires the document to stay intact. The privacy policy sets out the detail.
Reporting a security issue
Email support@factro.in with “Security” in the subject and we will acknowledge within one business day. Please give us a reasonable window to fix an issue before disclosing it publicly. We will not pursue action against anyone reporting in good faith.