Support
How to get help.
In plain English
One inbox per topic, real humans reading. Support is support@flintmere.com. Security is security@flintmere.com. Billing is billing@flintmere.com. We reply within one working day on the free scanner, same day on paid plans. The team reads every email for the first hundred customers.
Last updated:
Who answers
Flintmere is run by a small team in the UK. John Morris (founder) personally reads and replies to support for the first hundred paying customers. As the team grows, support will shift to a rota with the same response standards.
How to reach us
Product / how-to
Billing and refunds
Privacy and GDPR
Security disclosure
Legal and contracts
Response times by plan
Free scanner
Reply within 1 working day. Best-effort.
Growth £79/mo
Reply same working day during UK office hours.
Scale £249/mo
Reply same working day. Priority queue.
Agency £499/mo
Same working day. Dedicated Slack Connect channel on request.
Plus from £1,500/mo
Contractual SLA per order form. Named contact with mobile number. Monthly review call.
Security reports
Acknowledged within 24 hours, 7 days a week.
UK office hours are Monday–Friday, 09:00–17:30 Europe/London, excluding UK public holidays.
Status and uptime
Live service status is published at status.flintmere.com. Incidents are posted there within 10 minutes of detection. Root- cause post-mortems follow within 5 working days for any Severity 1 or 2 incident.
What we need from you
To help us help you quickly, please include:
- Your Shopify store domain (e.g.
yourstore.myshopify.com) - The scan ID (for scanner issues) or the exact step you were on (for app issues)
- A screenshot or the text of any error message
- The approximate time the issue occurred (so we can pull the right logs)
Feature requests
We take feature requests seriously — many shipped features came from a customer email. Send them to support@flintmere.com with the word “feature” in the subject line. We read them all and publish a quarterly roadmap summary.
Complaints and escalation
If you aren’t happy with the response you received, reply with the word “escalate” and the thread is routed directly to the founder. Unresolved complaints about personal data can be raised with the ICO: ico.org.uk/make-a-complaint.