Help and support

Shopify columns are missing

Check the message beside Shopify export, then select the correct Catalogue sheet and Catalogue header row. If columns are still missing, download a fresh Shopify export with its SKU, handle, option, price and cost columns.

Comparison also checks price values and variant structure. Required columns.

My supplier changed their spreadsheet

1. Load the saved configuration and fresh files.
2. Check Supplier sheet and Supplier header row.
3. Select the new Supplier SKU column and Supplier cost column. Check decimals, currency, unit costs and pricing rules.
4. Confirm the assumptions, compare and review the results.
5. Choose Save configuration → Update configuration, then download a fresh settings backup. Use Save as a new configuration to keep a separate copy.

Changing files or rules clears the previous comparison. Reusing mappings.

A SKU does not match

The supplier SKU must match the Shopify variant SKU exactly. Check leading zeroes, case, spaces and punctuation; do not guess missing characters. Correct duplicate or ambiguous identifiers in the source file. Use the full report to locate affected rows.

SKU matching and leading zeroes.

Prices look wrong

Check the unit-cost column, decimal convention, markup and rounding. Large changes require individual approval. After correcting a file or rule, compare again before downloading.

Decimal and pricing examples.

The file or comparison is too large

Free comparisons support 200 supplier rows; Workspace supports 50,000. Each file can be up to 20 MB. Oversized files are rejected rather than truncated.

Remove unused sheets and columns when a file exceeds these structure limits:

• 100 worksheets and 5 million expanded cells per workbook.
• 5 million cells in a selected table, including empty cells under its headers.
• CSV: 100,000 records, 16,384 columns per record and 262,144 characters per record, including quoted multiline text.

When splitting a catalogue, keep the sibling variants of affected products together. Partial updates.

I paid, but Workspace is not active

Return to the Feedstead tab where you started checkout. Keep it open while payment is being confirmed; access updates automatically. If you moved browsers or cleared data, choose Sign in with the account connected to your subscription.

If your workspace still uses a recovery key, restore it through Plans → Restore with workspace recovery key, or connect it to an account. Using your Stripe checkout email does not automatically connect the subscription. Connecting an existing workspace.

For an existing subscription with a payment problem, use Manage existing billing. Do not start another subscription. If the problem continues, contact support with the invoice reference and the message shown. Billing and access help.

I cannot sign in

For a forgotten password, choose Sign in → Forgot password? and enter your username, account recovery code and a new password. Save the replacement code; the previous code and sessions stop working.

Without your password or recovery code, automatic recovery is unavailable. Contact support for subscription or cancellation help. If connecting a workspace asks you to sign in again, sign out and sign back in before retrying.

Back up client profiles and supplier rules

Open Saved setups → Back up settings → Download settings backup. Keep the downloaded feedstead-settings.json private and download a fresh copy after changing settings.

It contains client names, mappings and pricing rules, not spreadsheets, comparisons, passwords or recovery keys. Saved settings are local to this browser and the account you are using.

Restore settings in another browser

1. Sign in to the account you want to use, then open Saved setups → Back up settings in the destination browser.
2. Download its current settings if needed: restoring replaces them; it does not merge them.
3. Choose Choose settings backup and select your JSON file. Success shows Configuration backup restored. A rejected file leaves existing settings unchanged.
4. With active Workspace access, choose Use beside a configuration. Load fresh files, check the mapping and confirm the assumptions before comparing.

Sign-in restores a connected subscription separately from its settings. For an unconnected workspace, use its recovery key. Spreadsheets and comparisons do not transfer.

I lost my backup or recovery key

Download settings from another browser that still has them. Without that or a backup, you will need to recreate them; Feedstead has no server copy.

For a workspace connected to an account, sign in or reset your password; its old recovery key no longer works.

For an unconnected workspace, retrieve the key from Manage plan → Show workspace recovery key in a browser that still has access. If you have lost both, contact support. A password reset or settings backup cannot recover an unconnected subscription.

I want to cancel or ask about a charge

Use Account → Manage subscription, or Manage plan → Manage subscription for an unconnected workspace. Access continues until the date shown in the portal. Your bank statement may show HJALMI. Subscriptions and access.

Contact support

Email feedstead@proton.me with what you tried, the message shown and your browser. Include an invoice reference for billing questions.

Describe the issue before sending files. Remove confidential data from any example. Never send card details, passwords or your recovery key.