Account access
Try first
- Use "Forgot password" on the sign-in page.
- Check you are signing in with the same email you signed up with.
- If a verification email is missing, check spam and request another.
Still stuck? support@pinevon.com
Support
Help, by topic
Try the steps under your topic first: they solve most problems. If they do not, write to the address shown. We do not publish a guaranteed response time because support is not staffed around the clock.
Twelve topics
Workspace setup
Try first
- The onboarding steps in the dashboard save as you go: reopen Home to continue.
- Business addresses use lowercase letters, numbers and hyphens only.
- Read the quick-start guide.
Still stuck? support@pinevon.com
Catalog and customer imports
Try first
- Make sure the file has a header row and, for products, a name and a price.
- Read the row report for the exact rows and reasons.
- Use the import template on the Resources page.
Still stuck? support@pinevon.com
Widget installation
Try first
- Confirm the script is on the page you are viewing, then load it in a private window.
- Re-copy the snippet after changing widget settings.
- Check your site's Content-Security-Policy allows the Anchor script.
Still stuck? support@pinevon.com
Meta connections (Messenger, WhatsApp, Instagram)
Try first
- Check the channel card says this server can run the channel.
- In development mode only people with a role on your Meta app can message the Page or number.
- Confirm the token has the messaging permission and has not expired.
Still stuck? support@pinevon.com
Messaging delivery
Try first
- Open the conversation: a reply that did not reach the customer shows the reason and a Retry button.
- WhatsApp only accepts free-form replies for 24 hours after the customer's last message.
- If it keeps failing, reconnect the channel.
Still stuck? support@pinevon.com
Catalog and stock issues
Try first
- A wrong answer usually means a wrong or thin product record: fix it and ask again.
- Use the stock movement history to trace a wrong number.
- Check the product is marked active.
Still stuck? support@pinevon.com
Quotes and orders
Try first
- A quote converts to an order once; check Orders for it.
- Payment status is set by you: Anchor does not confirm customer payments.
- Order, payment and fulfillment status are separate fields.
Still stuck? support@pinevon.com
Billing and trial
Try first
- Your plan and trial days are shown on the dashboard home.
- When a trial ends without a plan, AI features pause until you upgrade; your data is kept.
- Paid checkout is still being rolled out: contact billing to upgrade now.
Still stuck? billing@pinevon.com
Usage limits
Try first
- Open AI Usage to compare monthly calls with your plan.
- Plan limits on team members and products are enforced by the server.
- Questions to the Anchor assistant do not count toward your AI limit.
Still stuck? support@pinevon.com
Reporting an incident
Try first
- Note what you did, what you expected and what happened, with the time and the page.
- Include a screenshot if it helps and never include passwords or tokens.
Still stuck? support@pinevon.com
Privacy and security requests
Try first
- Read the security page and the privacy policy.
- Report a vulnerability to the security address rather than posting it publicly.
- Ask about your data or a deletion request through the privacy address.
Still stuck? security@pinevon.com or privacy@pinevon.com
Need something else? See the contact page.