Standard
Starter plan
$19/month
1 business day response
Monday to Friday, 9am–5pm ET
Email support
Support
We actually answer emails.
ModelMatch is still a small team. That means your support requests go to real people who know the product. Response times below, by plan.
Priority
Growth plan
$39/month — most popular
4 business hours response
Monday to Friday, 9am–5pm ET
Email + in-app help
Faster queue priority
Highest priority
Professional plan
$79/month
2 business hours response
Monday to Friday, 9am–5pm ET
Email + in-app help
Weekend coverage for critical issues
Three ways to reach us.
Whether you have a quick question or a complex issue, we'll get back to you fast.
For most questions. Include your shop domain and we'll get back fast.
support@modelmatchapp.coIn-app help
Click "Help" in the ModelMatch admin. We see what you're on and can help faster.
Admin → HelpFeature requests
Something missing? Tell us. We read every request and respond.
subject: feature requestBefore you email us.
Three of the most common questions we get — worth checking first.
My fit check widget isn't showing.
The widget auto-hides on products without compatibility records. Open the product in ModelMatch admin → Records to see if it has entries. If not, add them and the widget will appear on the storefront immediately.
A shopper searched but nothing matched.
Check ModelMatch admin → Insights → No-match patterns. The exact search is probably there. Add the record and the next shopper who searches that model will find what they need.
I want to change my plan.
Go to ModelMatch admin → Billing. Upgrade or downgrade in one click. Changes take effect immediately, and your data is never affected by a plan change.
Frequently asked.
How fast do you actually respond?
Priority support (Growth plan) typically responds in under 2 hours during business days. Standard support typically responds same day. Highest priority (Professional) often responds within an hour. Response times listed on this page are maximum — most requests are answered well inside them.
What if my store is broken right now?
Email support@modelmatchapp.co with "URGENT" in the subject. Include your shop domain and a description of what's broken. If it's an actual outage affecting your live storefront, we treat it as highest priority regardless of plan.
Do you offer installation help?
Yes, for Professional plans. We'll review your imports, help map out compatibility data, and walk through setup. For Starter and Growth, the setup guide inside the admin walks you through everything — and we're still happy to answer questions over email.
Can you help with our compatibility data?
For Professional plans, we can help review imports and flag data quality issues. For all plans, our Data Health Center (Professional) and Insights (all plans) surface coverage gaps automatically — so you know where to focus.
Do you offer phone or video support?
Not by default. We've found email and in-app help handle 95% of questions faster and more accurately than phone. For complex Professional-plan issues where a call would genuinely help, we'll schedule one.
What languages do you support?
English only at launch. We'll expand language support as the merchant base grows.