Using HEROweb Technical Support Services

We offer free technical support for the MightyMerchant platform. Please read on to learn how to best use our support services and what is included in our support services.

Email Support

Send your requests to webhelp@heroweb.com.

We will respond to most webhelp requests within two hours and strive to answer all requests within one business day.

If you send your request in the evening or on a weekend and it is urgent, please include the word “urgent” in the subject of your message. A support person will be paged with your urgent issue.

If you are having difficulty with your email program, you can also send a text message to webhelp@heroweb.com with a brief description of your issue and your contact information.

Phone Support

You can reach us by phone at 888-257-2567 (toll free) or 541-746-6418 (local) during our normal business hours, 8:30am - 5:00pm Pacific time, Monday through Friday.

MightyMerchant Support Center

MightyMerchant Customer Support Center is available at all times. Our online documentation provides a wealth of information that can help you understand how to use your Site Manager and answer other questions you may have. We encourage you to use this resource. 

What’s Included in Technical Support?

Technical support for the MightyMerchant platform is free for our customers. Some examples of technical issues we can help you with include:

  • Help with your Site Manager, like adding a product or setting up shipping
  • Assistance with pages displaying incorrectly on your website or not displaying at all
  • Troubleshooting an issue with an order or the payment processing on your website
  • Assistance with configuring a sale/promotion
  • Assessing why your shipping is not calculating correctly

These are just a few examples. There are a wide range of support issues we are ready to help with to ensure that your site is functioning correctly. We do our best to solve your problem promptly and also to help you learn how to use your site more effectively.

HEROweb also provides technical assistance for the email accounts associated with your website. There is a limit to the amount of troubleshooting we can provide for email accounts. Depending on the nature of the problem, you may need to engage a support service to help you with your computer setup or email program configuration. 

Free support does not include:

  • Site content updates and additions
  • Troubleshooting of third party services (i.e., ConstantContact, Google Adwords, Shipworks)
  • Business consulting
  • Data imports, exports, or global updates
  • Custom programming
  • Modifications to your website templates

These services are billed in 15-minute increments. We will inform you and get your approval before we embark on billable work.

We do not provide general computer support such as 

  • Using Quickbooks, Excel, Word, Photoshop, or other desktop programs
  • Connecting to the Internet or setting up your router
  • Configuring your smartphone
  • Problems printing from your computer 

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