# Contacting the Pasilobus team

> Email us or send a request from your account, and what to include so we can help quickly

Source: https://help.pasilobus.com/account/contact-support
Part of: Pasilobus account (https://help.pasilobus.com/account)
Section: Your account
Support: email support@pasilobus.com or send a request from https://cloud.pasilobus.com/support (no chat)

The people who build Pasilobus apps answer support themselves. There are two ways to reach us, and a person reads every message. We don't offer live chat.

## Email us

Write to [support@pasilobus.com](mailto:support@pasilobus.com) about any Pasilobus app, Store Care or your account. A person replies by email, usually within one business day.

Inside an app, **Start a conversation** on its **Get Support from Pasilobus** page opens an email to the same address, with the app and your store already in the subject.

## Send a request from your account

If you'd rather keep everything in one place, sign in to your Pasilobus account and open **Support**:

1. Go to [cloud.pasilobus.com/support](https://cloud.pasilobus.com/support) and sign in with your email (we email you a code, no password)
2. If you have more than one store, choose **Which store**
3. Fill in **What do you need?** and **Any detail that would help**
4. Click **Send request**

Our team is emailed straight away. You'll see the request on the **Support** page with its number and status (**Open**, **In progress**, **Needs your reply** or **Resolved**), and we reply both there and by email. You don't need a store or a plan to send one.

## What to include

A few details save a round of questions:

- **The app** - its name, for example Pasilobus Wishlists
- **Your store** - its .myshopify.com address
- **What you expected and what happened** - and the page where you saw it
- **What changed recently** - a theme update, a new app, a setting you changed
- **A screenshot or a link** - if you can

## How fast we answer

Questions about our apps, by email or from your account, are answered by a person, usually within one business day.

On Store Care, work on your store has its own commitment: your plan's response time is how soon we come back to a Store Care request with what we'll do and when. It is within 72 hours on Essentials, within 48 hours on Care, and same day, including weekends on Growth (see [Store Care plans and how requests work](https://help.pasilobus.com/account/store-care-plans)).

Questions about our own apps are always free. You never need a plan to get help with an app you use.