Contact & Escalation

Written By Sam from Jinnify

Last updated 23 days ago

Contact & Escalation

Summary: When to contact Jinnify support, what to include, how to escalate, and how to route billing vs security vs product issues.

Contact support

Use support when a specific issue remains after the help center steps (especially Troubleshooting).

Typical cases:

  • Amazon connection or authorization failures

  • Missing marketplace, ASIN, or SKU after sync

  • Listing publish / Inbox approve failures

  • Billing state mismatches

  • Account access problems

  • Data or account deletion requests

For general onboarding, start with Getting Started and the topic article first.

Primary contact

  • Support email: support@jinnify.ai

  • In-app: Featurebase messenger may be available when you are signed in (same help center family). Prefer email if messenger is unavailable.

What to include

A strong request includes:

  • Jinnify account email

  • Amazon marketplace

  • Seller ID (if available)

  • Affected ASIN or SKU

  • Workflow name (Connect, Optimize, New listing, Bulk optimize, Inbox approve, BYOA, Billing, …)

  • Exact error message

  • Screenshot or short recording

  • Timestamp and timezone

  • What you expected

  • What happened instead

  • Steps already tried

Template

Subject: [Short issue summary] Account email: Marketplace: Seller ID (if available): Affected ASIN/SKU: Workflow name: Time of issue (with timezone): What I expected: What happened instead: Exact error message: Steps already tried: Attachments: screenshots / recording

Examples

Authorization

Subject: Amazon US connected on Amazon side but missing in Jinnify

Amazon completed OAuth and returned to the app, but Your stores still does not list the US marketplace. Retried with the primary account owner on 2026-07-20, 20:15 UTC. Jinnify account: you@example.com. Seller ID: A…. Screenshots attached.

Listing

Subject: Bullets unchanged after Optimize publish

Published title + bullets for ASIN B0EXAMPLE1 / SKU ABC-1 on Amazon US via Optimize. Title updated in Seller Central after ~2 hours; bullets unchanged. Store was Active and past sync. Account: you@example.com.

Billing

Subject: Checkout completed but Settings still shows Free Trial

Completed Stripe checkout for Jinnify Pro; payment receipt received. Settings → Subscription & Usage still shows Free Trial after refresh. Account: you@example.com. Checkout time: …

Response expectations

Times vary by volume, severity, and whether identity verification is required. Complete diagnostics usually get faster answers. Do not open duplicate tickets for the same issue; reply with new information on the original thread.

When to escalate

Escalation is appropriate when:

  • You cannot access the product at all

  • A production listing or connect workflow is fully blocked

  • Billing or security is time-sensitive

  • The same issue continues after support guidance

When escalating, restate business impact, store/marketplace, how many ASINs, whether all work is blocked, and what was already tried.

Billing vs product vs security

Topic

Route

Product bugs, connect, listings, Inbox

Support email with diagnostics

Invoices, failed upgrades, refunds

Support; include invoice identity (see Billing article)

Partnerships, agencies, press

Do not use troubleshooting tickets; ask support to route commercially

Suspected breach, leaked tokens, vulnerability

Security-minded support request; revoke PATs immediately in Settings; do not paste live secrets

Before you write

  • Relevant help article tried?

  • Correct Amazon account and Jinnify store selected?

  • Sync or Amazon propagation still running?

  • Reproducible on one known ASIN?

  • Credits / plan status checked if AI work failed?

Related articles