Support

Something not working, or a question before you buy? Write to us and a human will answer. There is no ticket system to fight with.

Email us

hello@sellsidekick.com

We aim to reply within one business day. SellSidekick is a small operation, so you are talking to the person who built it, not a call centre.

What to include

These four things let us usually solve it on the first reply:

  • The email address on your account.
  • What you were trying to do, and what happened instead.
  • The exact wording of any error message.
  • A screenshot, if it is something you can see.

Refunds

  • Unused credits are refundable for 14 days. If you bought credits and have not spent any of them, email us within 14 days of the payment and we refund it in full, no questions asked.
  • Spent credits are not refundable, because a credit is spent the moment a generation starts and that is when your files are produced. If you used only part of a purchase, we refund the part you did not use.
  • Something went wrong on our side and you lost a credit? Tell us and we put it back. That is not a refund question, that is us fixing our own mistake.

The full wording lives in our Terms of Service.

Billing and subscriptions

  • Change your plan, cancel, update your card or download invoices yourself: sign in and open Billing, then Open billing portal. That is Stripe's secure portal, we never see your card details.
  • Cancelling takes effect at the end of the period you already paid for. You keep access until then.
  • Credits included with a plan refresh each billing period. Credits you buy as a top-up never expire.

Common problems

  • The confirmation email never arrived. Check your spam folder first. If it is not there, sign in and use the resend button, or email us and we confirm the address manually.
  • Print files look soft. The largest size we render is 7200 by 10800 pixels. If your original artwork is smaller than about 7000 pixels on the long edge, it gets upscaled and detail cannot be invented. Upload the highest resolution file you have.
  • Some print files were left out of an Etsy listing. Etsy accepts at most five files of 20 MB each. We pack everything that fits and tell you which files were left out so you can add them yourself.
  • A print product has not appeared in your shop. Printify needs two to three minutes to push it to the connected sales channel. If nothing shows up after ten minutes, check in Printify that the store is still connected.

Deleting your account

Sign in, open Settings, and use the delete option at the bottom. It removes your artworks, templates and connections, and cancels any active subscription. It cannot be undone, so download anything you want to keep first.

Already signed in?

The Help page inside the app walks through the whole flow step by step and answers more questions than this page does.