Help and support

Start with the matching problem below. Your imported files stay in the open workspace tab while you read this page.

Shopify columns are missing

Read the message beside Current Shopify export. Select the correct Catalogue sheet and Catalogue header row if the file begins with notes or uses more than one worksheet. If the message still names missing columns, download a fresh Shopify product export with its SKU, handle, option, price and cost columns.

Shopify columns found confirms the headers. Comparison still checks the values and variant structure. Read update by SKU for the required context.

My supplier changed their spreadsheet

A saved configuration remembers column names. If the supplier renames or removes a column, Feedstead names the missing column before comparison.

1. Choose Client profile and Saved supplier configuration, or open Client profiles and choose Use beside the configuration. Then load the fresh Shopify export and supplier file.
2. Check Supplier sheet and Supplier header row. Notes above the table or another worksheet can make the expected columns appear to be missing.
3. Choose the correct Supplier SKU column and Supplier cost column. Check the new file's decimal convention, currency and unit costs before reusing your markup and rounding rules.
4. Confirm the pricing assumptions, choose Compare files, and review the results.
5. To keep the corrected mapping for next time, choose Save configuration → Update configuration. Use Save as a new configuration only when you want a separate copy.
6. Download a fresh settings backup using the steps below.

Changing a source, mapping or pricing rule clears the previous comparison. Compare again before downloading. Read reuse supplier mappings for the full repeat-update workflow.

A SKU does not match

Check that the selected supplier SKU column contains the same identifier as the Shopify variant SKU. Codes with different leading zeroes, spaces or punctuation can refer to different products; don't replace them by guessing. Duplicate or ambiguous identifiers need correction in the source file before an update can include them.

Read update by SKU or preserve leading zeroes. Use the full change report to locate the source rows that need attention.

Prices look too high or too low

Check the supplier's decimal convention and the column selected for unit cost. Then check your markup and rounding rules. Large price changes need individual approval. If you change a rule, compare again and review the new results before downloading.

Read choose decimal conventions. Keep a copy of the original file while correcting source data.

The file or comparison is too large

The free workflow accepts up to 200 supplier rows. Workspace accepts up to 50,000 rows, with a maximum of 20 MB per file. A file that exceeds a limit needs to be reduced before it can be processed; Feedstead does not silently discard the remaining rows.

File size alone does not describe how much work a spreadsheet requires. Files are also limited to 5 million expanded cells across the workbook and 100 worksheets. A selected table has the same 5 million-cell limit, including empty cells under its headers. Remove unused worksheets or columns when a file exceeds these limits.

CSV files can contain up to 100,000 source records, including headers and blank rows, and 16,384 columns per record. An individual record can contain up to 262,144 characters, including quoted multiline text. These limits help keep unusually shaped files from overwhelming the browser.

For a large catalogue, retain the products and sibling variants needed for the update. Read handle partial updates before splitting a catalogue into smaller files.

I paid, but Workspace is not active

Return from Stripe to the same Feedstead tab used to start checkout. If payment is still being confirmed, keep that tab open. Feedstead checks access periodically and when you return to the tab. After Stripe confirms the payment, return to Feedstead and allow the access check to finish. Starting another subscription will not repair the first one. Once access is active, open Manage plan → Show my access recovery key and save the key privately.

If you used another browser or cleared its data, open Get workspace → Already subscribed? Restore access and enter your saved recovery key. For an existing subscription with a payment problem, use Manage existing billing after restoring access. Don't start another subscription to fix the first one.

If the problem continues, save any files or configuration backups before reloading. Contact support with the invoice reference and the message shown on screen. Never send your recovery key.

Back up client profiles and supplier rules

1. Open Client profiles → Back up settings.
2. Choose Download settings backup and keep the downloaded feedstead-settings.json privately.
3. Download a new backup after changing profiles, mappings or rules. Keep older copies when you need to be able to restore an earlier setup.

The backup contains client names, supplier mappings and pricing rules. It does not contain your spreadsheets, comparisons or subscription recovery key.

Restore settings in another browser

1. Open Client profiles → Back up settings in the browser where you want the settings.
2. Download the current settings first if you want to keep them. Choosing a valid backup replaces this browser's saved profiles and configurations; it does not merge them.
3. Click Choose settings backup and select your saved JSON file. A successful import shows Configuration backup restored. If the backup is rejected, the current saved settings remain in place.
4. With an active Workspace subscription, choose Use beside the restored supplier configuration. Add fresh Shopify and supplier files, check the mapping and rules, and confirm the assumptions before comparing.

Restoring settings does not restore paid access. If needed, open Get workspace → Already subscribed? Restore access, enter your private recovery key and choose Restore workspace. Imported spreadsheets and comparisons do not transfer between browsers.

I lost my backup or recovery key

If another browser still has the settings, download a settings backup there and restore it using the steps above. Without a backup or a browser that still holds the settings, recreate the client profiles and supplier configurations. Feedstead cannot retrieve those browser-local settings or spreadsheets from a server.

For subscription access, a browser that still has access can show the key under Manage plan → Show my access recovery key. Save it privately. If both the key and browser access are lost, contact support. There is no automatic email recovery. A settings backup cannot replace the access recovery key.

I want to cancel or ask about a charge

Use Manage plan → Manage subscription to cancel future renewals, view invoices or update a payment method. Paid access continues until the date shown in the portal. Your bank statement may show HJALMI for a Feedstead Workspace payment.

Read subscriptions and access for the full steps. For an incorrect charge, refund request or unavailable billing portal, email support.

Contact support

Email feedstead@proton.me. Include what you were trying to do, the message shown on screen and the browser you use. For billing, include the invoice reference if available.

Describe the problem before sending a file. If an example is needed, remove confidential rows and business data first. Never send payment card details, passwords or your recovery key.