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Contact ELMS

Have an ELMS account? Open a support ticket in the app. Not signed up yet, or need billing, privacy or legal help? Write to the mailbox that fits.

Sign in to open a ticket See the mailboxes

Many answers are also in the user guide.

Mailboxes

Where to write

Pick the address that matches your question. If you are unsure, write to support.

Support

support@elmstool.com

Help with using ELMS: importing, drafts, live listings, orders, messages and your store connection. Refunds, invoices and questions about a payment, a plan or credits you bought come here too, and so do security reports and concerns about who has access to your account. Privacy requests and legal notices as well: see Privacy, security and legal.

You can ask for a full refund within 7 days of a purchase. You do not need to give a reason. A refund is not possible if more than 5% of the credits that came with the purchase have been used. Read the Refund Policy before you write. It explains how the 7 days and the credits you have used are counted, and what happens after a refund.

General

hello@elmstool.com

Questions before you sign up, feedback and ideas, and anything that fits none of the other mailboxes.

Automatic e-mails, such as confirmation codes, receipts, invoices and security notices, come from noreply@elmstool.com. Please do not write to noreply@elmstool.com: write to support@elmstool.com.

In the app

Open a support ticket

If you have an account, a ticket keeps the whole conversation in one place, inside ELMS.

An automated ELMS assistant may reply first. Questions about payments, refunds or your account are normally passed to a person. Select Talk to admin in the ticket to bring in the team yourself.

Cannot sign in because your account was suspended? The screen that tells you has an appeal form. After a permanent ban the form is not available. The Terms explain both.

How to open a ticket

  1. Sign in to ELMS and open Support.
  2. Pick a topic or write your own subject.
  3. Describe what happened and select Submit ticket.
  4. Read the replies under Your tickets and answer there.
Your message

What to include

Replies go to the address you wrote from, or appear in your ticket.

  • If you have an ELMS account, write from its e-mail address. A legal notice does not need an account.
  • The store, and the part of ELMS you were in: for example Import, Drafts, Live listings, Orders or Messages.
  • What you did, what you expected and what happened. Copy the exact message if ELMS showed one.
  • The product link or title, if your question is about one product.
  • For a payment, the invoice number or the date of the purchase.

Keep these to yourself

Do not send your password, a card or wallet number or an access token. We do not need them.

Special requests

Privacy, security and legal

Three kinds of message have their own route.

Privacy request

To see, correct, export or delete your data, or to object to a use of it, write to support@elmstool.com with the subject “Privacy request”. If you have an ELMS account, write from its e-mail address. Say what you want. We may ask you to confirm who you are. To have your account deleted, write to the same address with the same subject.

Deleting an account does not stop the renewal of a plan, so stop the renewal first. See Stopping a renewal and Deleting your account.

Bought from a seller who uses ELMS? Write to that seller first. You can also write to us, and we will help the seller to answer you.

Your rights in the Privacy Policy

Security report

To report a weakness in ELMS, or a sign that someone else is using your account, write to support@elmstool.com. Say what you saw, where and when, and how to repeat it. Please do not read or change other people’s data to show the problem, and give us a chance to fix it before you share the details.

If you think someone has your password, choose Forgot password? on the sign-in page to set a new one. That signs every device out. Then write to us.

Security in the Privacy Policy

Rights owners and legal notices

If you own a copyright or a trademark and found your material in a listing prepared with ELMS, or you have another legal notice for us, write to support@elmstool.com with the subject “Legal notice”. A legal notice does not need an ELMS account.

A notice about copyright needs certain details. The copyright page lists them and explains what we do and how a counter-notice works.

Copyright and content complaints