Contact Support

Get help from the Coolpie.ai team when something isn't working as expected.

Using the In-App Support Form

The fastest way to reach the Coolpie.ai support team is through the built-in Contact Support form, accessible from the bottom of the left navigation sidebar in the platform (/contact-support).

When submitting a support request, include the following information to help the team resolve your issue quickly:

• Your website name and organisation.
• A clear description of the problem or question.
• The page or feature where the issue occurs (e.g. Matching Queue, Product Feed).
• Any error messages you see on screen.
• The steps to reproduce the issue, if applicable.
• A screenshot or screen recording if the problem is visual.

Common Issues & Resolutions

Products are not loading in the Products Dashboard

This usually means your product feed has not been fetched yet or has an error. Check the Active product feeds table on the Website Dashboard homepage. If the status shows an error or the "Last Fetched" timestamp is very old, go to Product Feeds and verify that your feed URL is reachable and the format is correct.

Data Insights shows "No data found" for all reports

Data Insights requires Google BigQuery integration. If BigQuery is not yet configured for your organisation, all report sections will appear empty. Contact the Coolpie.ai team to enable BigQuery for your account.

A competitor's prices are not updating

Check the competitor's monitoring status on the Competitors page. If the readiness shows Not Ready or the activity is Paused, price monitoring may be experiencing an issue. Submit a support ticket with the competitor's URL and domain name.

The Confirmation Queue is empty but products show "To Confirm" status

This can occur when there is a delay between the match being found and it appearing in the queue. Wait a few minutes and refresh. If the issue persists, contact support with the affected product names and your website name.

Price Suggestions are not appearing in the Products Dashboard

Verify that you have at least one Price Suggestion Rule with Active status. Draft or Inactive rules do not generate suggestions. Also confirm that the rule's filters (Brand, Category) match the products you expect to see suggestions for.

A product match appears incorrect

You can revert any match from the Activity Log using the Back to matching action. This returns the product to the Matching Queue where you can pair it correctly.

Support Availability

The Coolpie.ai support team is available during business hours. Response times may vary depending on the complexity of the issue. For urgent production issues, please clearly mark your support request as urgent in the subject or opening line of your message.