Talk to a human

Support details

What to expect when you write to us

A few honest notes so you know exactly what happens after you hit send — no fine print, no surprises. Everything below applies whether you are on a free trial, a paid plan, or just passing through.

Response times

We aim to reply to every message within one business day, and most get an answer sooner. Messages are read in the order they arrive, and anything that looks like an account access or billing problem jumps the queue. If you write over a weekend or a public holiday, expect a reply when the week starts — we keep support human, which means real people with real time off. If your issue is urgent, say so in the first line of your message and tell us what is blocked; that helps us triage honestly instead of guessing.

What to include in a support request

The fastest resolutions come from messages that include these four things up front:

• Your account email: the address you signed up with, so we can find your account immediately instead of asking you for it in a follow-up.
• Your marketplace: which Amazon marketplace the question is about — for example amazon.com or amazon.in — because fees, currencies and ad formats differ between them.
• What you were trying to do: the page you were on and the steps you took, in order. “I clicked X, then Y, then Z” beats “it doesn’t work” every time.
• What happened instead: the exact error message if there was one, and a screenshot if you can attach it. A screenshot of the problem is worth three paragraphs of description.

Wherever you sell

We support sellers on every Amazon marketplace. Whether you advertise on amazon.com, amazon.in, amazon.co.uk, amazon.de or anywhere else Amazon runs ads, the same team reads your message — just tell us which marketplace your question is about and we will answer in that context, including currency and fee specifics where they matter. There is no separate support tier for different plan levels: trial users get the same human replies as paying customers.

Sales and partnership enquiries

Evaluating BidPilot for a team or an agency, or interested in a partnership? Choose “Sales & pricing” or “Partnerships” in the form above and tell us about your catalog size, monthly ad spend range and what you are using today. The more context you give, the more useful our first reply will be — we would rather give you a straight answer than book you into a demo you don’t need. Partnership ideas, from content collaborations to integrations, are welcome from teams of any size.

Prefer to solve it yourself first

Many questions answer themselves once you know where to look. If a free tool is behaving oddly, check its walkthrough video and the related guide linked under the tool — most confusion comes from input formats, and the guides show exactly what goes where. Billing questions are usually answered on the pricing page and in the FAQ, including how the 30-day trial works and what happens when it ends. And if you suspect a bug, try a hard refresh and a different browser before writing in; if the problem survives that, it is real, and we want to hear about it with the details listed above.

Still browsing? Our Help center and FAQ answer the most common questions about plans, trials and features.