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When to contact support

Contact support if quick checks and detailed instructions did not help, the cabinet shows an error, or the issue is related to access, shop, order, legal details, payment and delivery settings, tariff, or limit.

The primary FastyShop support channel is support@fastyshop.kz.

FastyShop does not ask you to send your password, sign-in or recovery codes, bank details, or unnecessary buyer personal data. For product quality, buyer-order payment, receipts, and refunds, the seller first works with the buyer; FastyShop support is for platform errors and platform-rules complaints.

When to contact support​

Support is needed if:

  1. the issue repeats after refreshing the page and signing in again;
  2. you cannot open the cabinet or needed section;
  3. a shop, product, category, or order was definitely created but is not shown;
  4. the cabinet shows an error without a clear explanation;
  5. an action is unavailable, although you checked status, tariff, limits, and required fields;
  6. the situation is related to account access, an old order, or buyer data;
  7. you need to report a possible platform rules violation, suspicious shop, product, or content.

Do not create duplicate shops, products, categories, or requests only to bypass an error. First understand the reason.

What to prepare​

For a support request, usually enough details are:

  1. account email or phone;
  2. shop name;
  3. shop link, if it opens;
  4. product or category name, if the issue is with catalog;
  5. order number or date, if the issue is with an order;
  6. the page or section where the issue appeared;
  7. a short description of the step you performed;
  8. error text, if there is one;
  9. a safe screenshot if the situation is hard to explain without it.

Write briefly and to the point. For example:

I cannot publish a product in the shop "Example Shop".
I open Product management -> product "Linen bag" -> press "Publish".
The cabinet shows an error: "...".
I checked the category, price, stock, and main image.

What not to send​

Do not send:

  1. account password;
  2. sign-in or recovery codes;
  3. full documents without a separate protected process;
  4. bank cards, CVV, bank passwords, or details that are not needed for the issue;
  5. full buyer addresses, phone numbers, and emails without need;
  6. screenshots that show unnecessary personal data;
  7. access to social networks, email, messengers, or external services.

If a screenshot shows a phone, email, address, document number, or other unnecessary details, cover them before sending it.

How to describe the issue​

A good request answers these questions:

  1. what you tried to do;
  2. in which shop or section;
  3. what you expected to see;
  4. what happened instead;
  5. whether the issue repeats after refreshing the page;
  6. which quick checks you already completed.

You do not need to describe internal guesses about the cause. It is better to show the sequence of actions and the error text.

Detailed instructions​

Before contacting support, you can check the topic pages:

Important limitation​

The documentation does not promise an exact response time, live chat, or phone support. Use support@fastyshop.kz and keep only the details that are actually needed to resolve the issue.