Help and support

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

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 the payment is still being confirmed, keep that tab open and check the payment status before trying again. Existing billing access refreshes automatically when you return to the tab.

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.

I changed browsers or lost my settings

The access recovery key restores the subscription. To restore client profiles and supplier rules as well, import a configuration backup you previously downloaded. Imported spreadsheets and comparisons do not transfer between browsers.

If another browser still has access, use Manage plan → Show my access recovery key there and save the key privately. If both the key and browser access are lost, contact support. There is no automatic email recovery.

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.