Support

Help with account setup, marketplace authorisation, data sync and billing. Requests are handled by the team that builds Mainsail ERP, not by an outsourced desk.

How to reach us

Email support

support@mainsailcards.com

The fastest route for setup questions, authorisation errors and bug reports. Include your store name and, where relevant, the order number or SKU involved.

Security reports

support@mainsailcards.com

Report a suspected vulnerability or data incident with SECURITY in the subject line. These are acknowledged ahead of the normal queue.

Sales and demos

Enquiry form

For evaluations, onboarding plans and pricing, send your details through the enquiry form on the home page.

Response times

Support hours are Monday to Friday, 09:00 to 18:00 China Standard Time (UTC+8). Requests sent outside these hours are picked up the next working day.

Store disconnected or data not syncing

Acknowledged within one business day, with status updates until it is resolved.

Setup and how-to questions

Answered within one business day.

Feature requests

Reviewed and answered within five business days.

Common questions

How do I connect an Amazon store?: Create the store in Mainsail ERP, click Authorise, and confirm the requested permissions in Seller Central. You never enter Seller Central credentials into Mainsail ERP.
Authorisation failed or expired. What should I do?: Open the store in Mainsail ERP and start authorisation again. If the error repeats, email us the store name and the time it happened so we can trace the request.
How do I disconnect a store?: Revoke the application in Seller Central under Apps and Services, then Manage Your Apps. Syncing stops immediately. Email us if you also want the data held for that store deleted.
How often does data sync?: Orders sync throughout the day; listings, inventory and reports run on scheduled jobs. Exact intervals depend on marketplace rate limits and your plan.
Who can see my store data?: Only users in your own organisation, according to the roles you assign. Data is never shared with other sellers.
Can I export my data?: Yes. Orders, statements and product lists export to spreadsheet files from their respective pages.

Policies

The Privacy Policy, Terms of Use and Service Notice describe how data is handled and what the service covers.