Support.
Reach a human.
Crossdock is built and supported by a small team at Sunsetora LLC. That means you get someone who actually knows the code — and it means we tell you our real hours instead of printing "24/7" on a page.
Email is the channel
The fastest way to reach a human at Crossdock is email. We aim to respond within 24 business hours; most replies arrive same-day during US Pacific business hours. Premium and Scale merchants can use the support link inside the app for priority routing.
Opens your mail client with the subject pre-filled. If you're already in the app, the Support page there carries the same address.
What we do and don't offer
- Email support, every business day. Target response: within 24 business hours. Most replies land the same day during US Pacific business hours.
- Priority routing on Premium and Scale. Messages from those merchants jump the queue via the support link inside the app.
- No phone support. We don't offer a support phone line, and we'd rather say so than have you discover it mid-incident.
- No live chat inside the admin. In-admin chat is not on the v1 roadmap.
- No 24/7 coverage. Messages sent over a weekend or a US holiday are answered on the next business day. Sync itself keeps running — it does not depend on anyone being awake.
- A public status page is planned, but is not live yet. Until it is, this page and the Crossdock admin dashboard are where you'll see whether sync is healthy.
What to include when you write in
This information lets us reproduce the issue and check your shop's sync state without a round trip of questions:
- Your Shopify store domain — the *.myshopify.com URL, or your primary custom domain.
- Your Square merchant ID, or the name of the Square location if you don't have the ID handy.
- What you expected to happen, what actually happened, and roughly when (date, hour, and your timezone).
- Steps to reproduce it if it happens repeatedly, or when you first noticed it if it was a one-off.
- Screenshots of any error banner or unexpected state, in the Crossdock admin or the Shopify admin.
If it involves an order or a refund, the Shopify order number (the #1001-style display number is enough) or the Square order ID speeds the investigation up considerably.
Please don't send credentials. We never need your Shopify or Square password, your API tokens, or any payment-card details — and we will never ask for them.
Faster than emailing us
- Getting started — the setup guide, from install to first sync.
- How sync direction works — the field-by-field table that answers most "why did it do that?" questions.
- FAQ — permissions, pricing, modifiers, gift cards, and what happens if you uninstall.
- Changelog — whether the thing you're chasing changed recently.
For privacy, data-processing, or contractual questions, start at Privacy or request a signed DPA . For anything commercial, write to hello@crossdock.app .
Run your store from Square.
Keep ringing sales on Square while Shopify stays in sync — catalog, inventory, and orders. See the plans, then install from the Shopify App Store.
App Store listing link goes live at launch.
Want a heads-up when we're live on the App Store?
Drop your email and we'll send one note the day the listing goes live.