> For the complete documentation index, see [llms.txt](https://docs.tipo.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.tipo.io/backup-and-restore-tipo/help/contact-support.md).

# Contact support

Chat with the team or send a support request with screenshots from inside Backup & Restore Tipo.

You can reach our support team in two ways: live chat, or the **Contact us** form inside the app. You can also email us at <hi@tipo.io>.

Before you write, check [Troubleshooting](/backup-and-restore-tipo/help/troubleshooting.md) and the [FAQ](/backup-and-restore-tipo/help/faq.md). Your answer may already be there.

## Chat with us

A chat bubble appears in the bottom corner of every page of the app inside your Shopify admin. It can take a moment to appear after the page loads.

On **Home**, the last card is **Need help with backups?**. Select **Chat with us** to open the chat window.

When you chat from inside the app, we automatically see which store you are writing from and which plan you are on. You do not need to explain that.

## Send a request with the Contact us form

Use the form when you want to include screenshots or videos, or when you prefer to write rather than chat.

{% stepper %}
{% step %}

### Open Contact us

In the Shopify admin sidebar, select **Apps**, then **Backup & Restore Tipo**. In the app menu, select **Contact us**. On the **Plans** page, the **Contact us** button in the help card opens the same page.
{% endstep %}

{% step %}

### Choose a topic

Under **What do you need help with?**, select the topic closest to your problem. The form moves on to the next step as soon as you select one.

| Topic                                     |
| ----------------------------------------- |
| Backup didn't run                         |
| Restore failed or restored the wrong data |
| Missing data in a snapshot                |
| Storage, retention, or backup size        |
| Schedule and alerts                       |
| Pricing, plan, or feature question        |
| Other                                     |

If you chose the wrong one, select **Change topic**.
{% endstep %}

{% step %}

### Fill in the details

| Field                                        | Required | Notes                                                                                                    |
| -------------------------------------------- | -------- | -------------------------------------------------------------------------------------------------------- |
| **Which issue best describes your problem?** | Yes      | The choices depend on the topic you picked.                                                              |
| **Your name**                                | Yes      | Filled in for you from your store.                                                                       |
| **Your email**                               | Yes      | Filled in for you from your store. We reply to this address.                                             |
| **Product or page URL**                      | No       | Paste the address of the product or page the problem is about.                                           |
| **Collaborator request code**                | No       | Only if we may need to fix or customize your theme. The code lets us request admin access to your store. |
| **Describe your issue**                      | Yes      | Say what happened and what you expected. Up to 5,000 characters.                                         |
| **Screenshot or video**                      | No       | Select **Add files** to attach images or videos. Remove a file with the **x** on its chip.               |

Include the exact message you saw, the date and time, and the backup or restore it relates to.
{% endstep %}

{% step %}

### Submit

Select **Submit**. The button is disabled until your name, email and description are filled in. When the request is sent, you see **Your request has been sent**. We reply to the email you entered, usually within 24 hours.

To send another request, select **Submit another request**.
{% endstep %}
{% endstepper %}

## File limits

| Limit             | Value                                                                                          |
| ----------------- | ---------------------------------------------------------------------------------------------- |
| Number of files   | Up to 5 per request                                                                            |
| Size of each file | Up to 25 MB                                                                                    |
| File types        | Images (jpg, jpeg, png, gif, webp, heic, heif, bmp) and videos (mp4, mov, webm, avi, mkv, m4v) |

## If you see "Something went wrong. Please try again."

The request was not sent. Try these in order:

1. Attach fewer or smaller files. The limit is 5 files of 25 MB each.
2. Wait a minute and submit again. You can send up to 5 requests per minute.
3. Use [Chat with us](#chat-with-us) or email <hi@tipo.io> instead.

If a field shows a message such as "Please enter a valid email address.", fix that field and submit again.

## Reply to an email from the app

Emails from the app, such as a backup failure alert, send your reply to our support team. Reply to the email and we will look into it with you.

## Next steps

* [Troubleshooting](/backup-and-restore-tipo/help/troubleshooting.md)
* [FAQ](/backup-and-restore-tipo/help/faq.md)
* [Home dashboard](/backup-and-restore-tipo/home/home.md)