Contact & Support
Need help? Here's how to reach us.
Support Options
1. Live Chat (Fastest)
Best for:
- Quick questions
- Urgent issues
- Real-time troubleshooting
- Any support request
Access: scaled.info/theme/support
Hours: Monday - Sunday, 9am - 10pm PST
How it works: Open a chat, provide your phone number, and a dedicated support member will text you directly. No bots, no ticket queues.
Response time: Usually under 15 minutes during business hours
2. Documentation
Best for:
- Learning how to use features
- Step-by-step guides
- Self-service solutions
Access: You're already here! Browse the sidebar.
Pro Customers: Discord
If you purchased Kenso Pro:
- Access the private Discord community
- Get support from other users
- Direct channel to the team
- Faster response times
Don't have access? Contact support with your purchase email.
What to Include in Support Requests
Help us help you faster by including:
For Technical Issues
- Description - What's not working?
- Steps to reproduce - How do we see the issue?
- Expected vs actual - What should happen?
- Browser/device - Chrome, Safari, mobile, etc.
- Screenshots - Visual helps a lot!
For License Issues
- License key - First 4 characters is enough
- Store domain - Your .myshopify.com URL
- Error message - Exact text
- Purchase email - To find your account
For Account Issues
- Purchase email - What you bought with
- Purchase date - Approximate is fine
- What you need - Password reset, access, etc.
Business Information
Company: Shand Enterprises LLC DBA: Kenso
Support: scaled.info/theme/support
Response Time Expectations
| Channel | Business Hours | After Hours |
|---|---|---|
| Live Chat | ~15 minutes | Next day |
| Discord (Pro) | ~30 minutes | Varies |
Business hours: Mon-Sun, 9am-10pm PST
Common Quick Answers
"Where's my license key?" → Portal → Your license
"How do I download the theme?" → Portal → Download button
"License not working" → See License Invalid
"Can't log in" → See Account Access
"Store got banned" → See Store Banned
Feedback & Suggestions
Have ideas for improving Kenso?
We love feedback:
- Feature requests
- Documentation improvements
- UX suggestions
Just open a live chat and let us know!
We read everything and regularly implement user suggestions!