Contact EasyCatch Support & Engineering
We're here to help you source faster, import cleaner, and scale smarter.
Whether you need help with 1688-to-Shopify workflows, billing questions, or technical integrations, reach out and a real engineer will get back to you.
Our Support Promise
We read every message. No bots, no ticket black holes — just direct access to the team building EasyCatch.
< 24 Hours Response Time
We reply to all support emails within 24 hours on business days. Urgent technical issues are prioritised even faster.
Engineer-Backed Answers
Your question goes straight to the engineering and product team that builds the extension, not a generic help desk.
Privacy-First Support
We never ask for your Shopify credentials or supplier passwords. Keep sensitive data local where it belongs.
Official Channels
Use the email below for the fastest, most secure path to a resolution.
Email Support
[email protected]This is the official support address for all product, billing, and partnership questions. Please include your order email or Chrome Web Store receipt if your question is billing-related.
- Product help: How to capture a 1688 page, export to Matrixify, or configure webhooks.
- Billing help: Pro plan upgrades, receipts, refunds, and Paddle or Creem payments.
- Technical enquiries: MCP server setup, custom integrations, API questions, and developer docs.
Bug Reports & Feature Feedback
Found a page EasyCatch doesn't capture perfectly, or have an idea for the roadmap? Send us the 1688 URL, a short description, and screenshots if possible. We use every report to improve the parser.
For security issues, please mention security disclosure in the subject line and we will respond with our coordinated disclosure process.
Self-Service Resources
Many questions are answered step-by-step in our guides and developer documentation.
Direct Inquiry Form
Fill out the form below and we'll get back to you within 24 hours.
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Your email client should open automatically. If it doesn't, please email us directly at [email protected].
Our Support SLA & Response Commitment
We respond to all merchant inquiries, license support tickets, and technical integration questions within 24 business hours. For urgent Paddle billing or license key recovery issues, please include your registered email address and order ID for instant priority processing.
What Happens Next
After you email [email protected], our team will acknowledge your message, ask any clarifying questions, and send a concrete next step or fix. Most issues are resolved within one or two replies.