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Support

How to get help from the Toldo team, what information to include so we can solve it faster and what details we'll never ask you for.

Updated

In short

Email us at support@toldo.io and a person on the team will reply. Founding partners also have a direct WhatsApp line. To get it solved faster, include your store, what you were trying to do and the message you saw. We'll never ask for your Mercado Libre password or your CSD.

How to contact us

Before you write

  • Search these docs. Use the search box in the documentation.
  • Check the activity log. In Toldo, every sync that fails shows its reason in plain language.

What to include in your message

  • Your store's domain (it ends in .myshopify.com).
  • Your Mercado Libre account's nickname, if the issue is about syncing.
  • The order number, the listing number or the invoice folio.
  • What you were trying to do and what happened, with the exact message you saw.
  • A screenshot, if it helps.

What we'll never ask you for

  • Your Mercado Libre or Shopify password.
  • Your CSD, your private key or its password.
  • Your e.firma.

If someone asks you for them on Toldo's behalf, don't share them, and write to us.

Tax questions

We explain how Toldo works and why an invoice came out the way it did. Confirm tax decisions, such as which tax regime or which code to use, with your accountant.

Frequently asked questions

Do you offer support on WhatsApp?

Yes, for founding partners. Everyone else can email us.

What language is support in?

Spanish. You can also write to us in English or Portuguese.