How do I reach support, and how fast is the reply?

Last updated: 30 September 2026

Pierre takes up blocking incidents within one business day and other requests usually within two to five business days, Monday to Friday, 9:00–18:00 Paris time, in English or French. Two ways in: the Send feedback button at the bottom of the menu in the app, or an e-mail to contact@whoheld.com. Both reach the same person. During a trial, Pierre aims to reply within one business day: the trial comes without a service commitment.

When a number does not match

Send four things, and the check can start at once: the ASIN, the country, the dates you are looking at, and the figure you see in Vendor Central. In the app, the small question mark next to a figure has a link to tell us that it does not match Vendor Central. It opens Send feedback with the metric, the page, and the ASIN and country already filled in. You only add the dates and your figure.

Planned maintenance and known issues

Planned maintenance, a service closure or a known issue is announced in a banner at the top of every page of the dashboard, for as long as it lasts. If you see no banner and something looks wrong, tell us: it may be new to us.

Hyper Care is not support: it is the list of products you ask us to re-read every 24 hours. See the article on Hyper Care.