Support
Write to support@twinbridge.io
You will be answered by the developer who built the app — within a few hours, every day.
That is the honest description. It is not a 24/7 desk with a rota, and we would rather tell you the real schedule than advertise one we cannot keep.
Before you write: the app can usually tell you
Most questions have an answer already on screen, and it will be faster than waiting for us:
- Home shows what is synchronised, when the last successful run happened for each direction, and what is stuck and why.
- Differences to review lists every value where eBay and Shopify disagree, with the eBay text quoted as eBay wrote it, and a Fix button that writes your Shopify value across. Nothing is overwritten until you click.
- Get on eBay does a dry run: it shows exactly what would be created, linked or skipped, before anything is written to eBay.
- Item specifics shows which eBay fields are filled from which Shopify fields, and lets you add or override a mapping.
When you do write, you do not need to prepare anything
Diagnostics about your synchronisation are attached to your message automatically. No screenshots, no log files, no "please send us the console output". We built it this way because collecting evidence is our job, not yours.
Tell us what you expected and what you saw. That is enough.
Things we get asked, with real answers
"It says synced — is it really on eBay?" Yes, and that is checked rather than assumed. After every write, the value is read back from eBay; an item counts as confirmed only when the value that came back matches. Anything still waiting shows as request sent, never as success.
"An item will not publish." eBay refuses listings that are missing required item specifics for the category. The screen shows eBay's own message and which field is missing. Usually the value already exists in Shopify — as a variant option, vendor or product type — and adding one mapping on Item specifics fixes it for every affected item at once.
"Will this delete or recreate my existing eBay listings?" No. Existing listings are linked by exact SKU match, keeping their sales history. Near-matches are shown as suggestions and linked only when you approve them. You will never be asked to delete a listing.
"Stock on eBay is wrong." Open Home. If the difference is listed, choose whether your Shopify number or eBay's should win. If it is not listed, write to us — that is a case we want to see.
"How do I cancel?" One click on the billing page. No email, no ticket. If you cancel part-way through a paid period, ask us and we refund the unused remainder.
"What happens at my plan limit?" Everything already synchronised keeps synchronising. New products wait. Orders are never counted or charged for on any plan.
If synchronisation stops
You do not have to notice it yourself. If no synchronisation cycle succeeds for about an hour and a half, we email the address Shopify holds for your shop. Silence is treated as a failure, not as normal.
Data and privacy questions
See the Privacy Policy. Short version: TwinBridge does not store your customers' personal data, and everything it does store is deleted when you uninstall.
Terms
See the Terms of Service, including plan limits, cancellation and the rule that the terms you subscribe on never get worse for you.