# Help Center

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**Difficulty:** 🟢 Beginner · **Reading time:** \~10 min
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## 📋 Overview

SellerMagnet provides multiple support channels to ensure you can get help quickly, whether you prefer self-service documentation, email support, or live assistance. This guide covers every way to access help and how to use each channel effectively.

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## Accessing the Help Center

There are two ways to reach the Help Center:

### 1. From the Public Website

Navigate to [sellermagnet.com/help-center](https://www.sellermagnet.com/en/help-center). This page is available to everyone, you do not need to be logged in.

The public Help Center includes:

* **Search functionality** to find specific topics
* **Help categories** organized by feature area
* **Quick help links** for documentation, email support, and contact forms
* **FAQ section** with tabbed categories (General, Technical, Billing)

### 2. From Inside the Dashboard

While logged in, click the **speech bubble icon** (Help Center) in the bottom section of the left sidebar. This expands a submenu with five options:

| Option                 | What It Does                                                           |
| ---------------------- | ---------------------------------------------------------------------- |
| **Guides**             | Opens the full documentation site (docs.sellermagnet.com) in a new tab |
| **Bugs & Suggestions** | Opens a feedback modal to report issues or suggest features            |
| **Get in Touch**       | Opens a contact modal for general inquiries                            |
| **Schedule a Call**    | Opens a booking modal for a live support call                          |
| **Replay Tour**        | Restarts the interactive onboarding tour of the dashboard              |

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**Pro Tip:** The **Replay Tour** option is invaluable after major platform updates. It walks you through any new features that have been added since your last tour.
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***

## Support Channels in Detail

### Documentation (Guides)

SellerMagnet's documentation site at [docs.sellermagnet.com](https://docs.sellermagnet.com) is the most complete resource available. It includes:

* **Getting Started guides:** Account setup, initial configuration, first steps
* **Feature documentation:** Detailed guides for every tool (Repricer, Sourcer, PPC Manager, etc.)
* **Video tutorials:** Embedded walkthrough videos for complex features
* **API documentation:** Technical details for advanced integrations
* **Release notes:** What has changed in recent updates

The documentation is available in multiple languages:

| Language   | URL Pattern               |
| ---------- | ------------------------- |
| English    | docs.sellermagnet.com/en/ |
| German     | docs.sellermagnet.com/de/ |
| Italian    | docs.sellermagnet.com/it/ |
| French     | docs.sellermagnet.com/fr/ |
| Spanish    | docs.sellermagnet.com/es/ |
| Polish     | docs.sellermagnet.com/pl/ |
| Portuguese | docs.sellermagnet.com/pt/ |
| Swedish    | docs.sellermagnet.com/sv/ |

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**Pro Tip:** The documentation site has a built-in search function. Use specific terms like "repricer min price" or "PPC bid rules" rather than broad queries for the best results.
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***

### Bug Reports & Feature Suggestions

Found a bug or have an idea for a new feature? Use the **Bugs & Suggestions** modal:

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Click the **Help Center** icon in the sidebar.
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Select **Bugs & Suggestions**.
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Fill in the feedback form:
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| Field           | Description                             | Tips                                                                          |
| --------------- | --------------------------------------- | ----------------------------------------------------------------------------- |
| **Type**        | Bug report or feature suggestion        | Be specific about which category applies                                      |
| **Title**       | A concise summary                       | "Repricer: Min price not saving" is better than "Something is broken"         |
| **Description** | Detailed explanation                    | Include steps to reproduce for bugs; describe the use case for suggestions    |
| **Priority**    | How urgently this affects your workflow | High = blocking your business; Medium = workaround exists; Low = nice to have |

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**Include reproduction steps for bug reports.** The more detail you provide (browser, operating system, marketplace, specific product/ASIN (Amazon Standard Identification Number)), the faster our team can diagnose and resolve the issue.
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#### What Happens After Submitting

1. Your submission is logged in our internal tracking system.
2. The support team reviews new submissions within 24 business hours.
3. For bugs: you may receive a follow-up email requesting additional details.
4. For feature suggestions: popular requests are prioritized in the product roadmap.

***

### Email Support

Reach the support team directly at:

**<info@sellermagnet.com>**

Email support is available for:

* Account issues (login problems, billing questions)
* Technical problems that need investigation
* Enterprise or custom plan inquiries
* Partnership or integration requests

| Response Time  | Priority                                            |
| -------------- | --------------------------------------------------- |
| **< 4 hours**  | Critical (account locked, data loss, billing error) |
| **< 24 hours** | High (feature not working, sync issues)             |
| **< 48 hours** | Normal (general questions, how-to inquiries)        |

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**Pro Tip:** When emailing support, include your **account email address**, the **connection name** (if applicable), and **screenshots** of any error messages. This dramatically reduces back-and-forth and speeds up resolution.
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***

### Contact Form

For structured inquiries, use the contact form:

1. Visit [sellermagnet.com/contact](https://www.sellermagnet.com/en/contact), or
2. Click **Get in Touch** from the dashboard Help Center submenu.

The contact form collects:

* Your name and email
* Subject line
* Detailed message
* Optional: attachment (screenshots, files)

***

### Schedule a Call

For complex issues or onboarding assistance, schedule a live call:

1. Click the **Help Center** icon in the sidebar.
2. Select **Schedule a Call**.
3. Choose an available time slot from the booking calendar.
4. Provide a brief description of what you need help with.

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**Scheduled calls** are available for all plan tiers. Call availability is during European business hours (CET/CEST), Monday through Friday.
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#### Preparing for a Support Call

To make the most of your scheduled call:

1. **Write down your questions** in advance.
2. **Have your dashboard open** so you can screen-share if needed.
3. **Note specific ASINs or order IDs** related to your issue.
4. **Test your microphone and camera** before the call.

***

## Help Center Categories

The public Help Center organizes content into nine feature areas:

| Category                       | Coverage                                        | Documentation Link         |
| ------------------------------ | ----------------------------------------------- | -------------------------- |
| **Getting Started**            | Account setup, onboarding, first steps          | docs.sellermagnet.com      |
| **Analytics Dashboard**        | KPIs, profit/loss, sales trends, fee breakdown  | Dashboard Overview         |
| **Amazon Repricer**            | Pricing strategies, rules, Buy Box optimization | Repricing Strategies       |
| **Product Sourcer**            | Product research, profitability analysis        | Product Sourcer Overview   |
| **PPC Advertising**            | Campaign management, bid rules, AI optimization | PPC documentation          |
| **Listing Optimizer**          | AI listing analysis, keyword optimization       | Listing Optimizer Overview |
| **Review Requester**           | Automated review requests, compliance           | Review Requester Overview  |
| **Fee Audit & Reimbursements** | FBA fee verification, reimbursement claims      | Transactions               |
| **Alerts & Notifications**     | Price, inventory, hijacker, and review alerts   | Alerts and Notifications   |

Each category card links directly to the relevant section of the documentation site.

***

## Interactive Onboarding Tour

SellerMagnet includes a built-in interactive tour that highlights key features of the dashboard. The tour runs automatically on your first login after completing setup.

### What the Tour Covers

1. **Dashboard overview:** Where to find key metrics
2. **Sidebar navigation:** How features are organized
3. **Connection selector:** Switching between Amazon accounts
4. **Settings access:** Where to configure preferences
5. **Help Center access:** Where to get support

### Replaying the Tour

You can replay the tour at any time:

* **From the sidebar:** Help Center > Replay Tour
* **From Demo Mode:** The demo banner includes a "Replay Tour" button

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**Pro Tip:** Replay the tour after major SellerMagnet updates to discover new features and UI changes you might have missed.
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***

## ❓ FAQ

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Quick answers to the most common questions about this feature.
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The Help Center FAQ is organized into three tabs:

### General

<details>

<summary><strong>What is SellerMagnet?</strong></summary>

SellerMagnet is an all-in-one toolkit for Amazon sellers that provides analytics, repricing, product sourcing, listing optimization, review management, PPC advertising tools, and more. It lets you help sellers make data-driven decisions and automate repetitive tasks.

</details>

<details>

<summary><strong>Which Amazon marketplaces are supported?</strong></summary>

SellerMagnet supports 21 Amazon marketplaces across the Americas (US, CA, MX, BR), Europe (UK, DE, FR, IT, ES, NL, SE, PL, BE, TR), Asia-Pacific (IN, SG, JP, AU), and Middle East & Africa (AE, SA, EG).

</details>

<details>

<summary><strong>Is there a free trial?</strong></summary>

Yes. SellerMagnet offers a free trial with access to the full analytics dashboard. You can explore the platform and connect your Amazon account without entering payment information.

</details>

### Technical

<details>

<summary><strong>Why is my data not syncing?</strong></summary>

Check your connection status in **Settings > Connections**. If the status shows "Error," reconnect by clicking the reconnect button and re-authorizing through Amazon Seller Central. If the issue persists, contact support at <info@sellermagnet.com>.

</details>

<details>

<summary><strong>Which browsers are supported?</strong></summary>

SellerMagnet supports the latest versions of Chrome, Firefox, Edge, and Safari. For optimal performance, we recommend Google Chrome.

</details>

<details>

<summary><strong>Can I access SellerMagnet from multiple devices?</strong></summary>

Yes. Your SellerMagnet account is cloud-based and accessible from any device with a modern web browser. There is no limit on simultaneous sessions.

</details>

### Billing

<details>

<summary><strong>How do I change my payment method?</strong></summary>

Go to **Settings > Manage Payment** to open the Stripe billing portal. From there, click "Update payment method" and enter your new card details. The change takes effect immediately.

</details>

<details>

<summary><strong>Can I get a refund?</strong></summary>

Refund requests are handled on a case-by-case basis. Contact support at <info@sellermagnet.com> within 14 days of your charge with your reason for requesting a refund.

</details>

***

<details>

<summary><strong>⚠️ Common Mistakes to Avoid</strong></summary>

| Mistake                                                  | Why It Matters                                          | What to Do Instead                                                     |
| -------------------------------------------------------- | ------------------------------------------------------- | ---------------------------------------------------------------------- |
| Searching with vague terms like "not working"            | Returns irrelevant results                              | Use specific terms: "repricer min price error"                         |
| Not checking the documentation before contacting support | Delays getting your answer                              | Search docs.sellermagnet.com first, most questions are answered there  |
| Submitting bug reports without reproduction steps        | Support cannot diagnose the issue                       | Always include: what you did, what you expected, what happened instead |
| Not attaching screenshots to support requests            | Multiple email exchanges needed to understand the issue | Attach at least one screenshot showing the problem                     |
| Ignoring the onboarding tour                             | Missing key features and workflows                      | Complete the tour on first login; replay after updates                 |

</details>

\## ➡️ What's Next?

{% content-ref url="../../resources/general-faq" %}
[general-faq](https://docs.sellermagnet.com/resources/general-faq)
{% endcontent-ref %}

{% content-ref url="../../resources/plans-and-billing" %}
[plans-and-billing](https://docs.sellermagnet.com/resources/plans-and-billing)
{% endcontent-ref %}