How to contact Fourthwall support
Updated May 21, 2026
Get help from Fourthwall's support team through email, chatbot, or live agent
Whether you have a question about your shop, need help with an order, or want to troubleshoot an issue, Fourthwall offers several ways to get the answers you need.
Email support
The fastest way to reach Fourthwall's support team directly is by email. Send your message to support@fourthwall.com, and a team member will respond, typically within 24 hours on business days.
Email works best for:
- Account and payout questions
- Order issues that need investigation
- Bug reports with screenshots attached
- Questions about platform policies or features
Eli, the Fourthwall chatbot
Eli is Fourthwall's AI chatbot, available 24/7 on your dashboard and on the Fourthwall Help Center. Eli can answer common questions instantly, like how to set up shipping, create a promo code, or connect an integration. With Eli Actions, Eli can also take actions on your behalf, including creating products, managing settings, and creating promotions.
There are three ways to start a conversation with Eli:
- Dashboard home input: The large AI input at the top of your dashboard home tab is the quickest way to ask a question. When you open the dashboard, Eli greets you by name ("What can I help with, [your name]?") and shows rotating prompt suggestions based on your shop activity. Typing a question and pressing Enter opens the full-screen Eli view with your answer.
- Chat icon: Click the chat icon in the bottom-right corner of any Fourthwall page to open the chat panel wherever you are in the dashboard.
- Mobile app: Tap the floating chat button on any screen of the Fourthwall for Creators mobile app (iOS and Android) to ask Eli a question while you're on the go.
Below the home input, Eli also shows recommendation pills based on signals from your shop, so you can act on relevant suggestions without typing.
Be specific with your question. Instead of "help with shipping," try "how do I set flat-rate shipping for US orders?" Eli gives better answers when the question is clear.
Talk to a human agent
If Eli can't resolve your issue, you can escalate to a human agent directly from the chat. Select the option to talk to a human when prompted, or type "talk to a person" in the chat window. A support team member will join the conversation during business hours.
Human agents are available during business hours (Monday through Friday, Pacific Time). If you reach out outside those hours, your message will be queued and answered when the team is back online.
What to include in your support request
Including the right details upfront saves time and helps the team resolve your issue faster. When you contact support, provide:
- Your shop URL (e.g., yourshop.fourthwall.com)
- Order number (if the issue involves a specific order)
- Screenshots or screen recordings showing the problem
- Steps to reproduce the issue, if applicable
- Browser and device you're using (e.g., Chrome on macOS)
- A clear description of what you expected to happen vs. what actually happened
Customer vs. creator support
support@fourthwall.com is for creator accounts only. The team there handles dashboard issues, product setup, payouts, and shop configuration. They cannot cancel a customer's subscription, refund an order, or close a shopper account, because those records live with the creator's shop, not with Fourthwall.
If you bought something on a Fourthwall shop
If you placed an order, joined a membership, or started a free trial on a creator's shop, contact that shop directly. Each shop has its own contact page at <shop-domain>/pages/contact, for example yourshop.fourthwall.com/pages/contact. Messages sent through that form route to the team that can cancel your subscription or trial, issue a refund, or update your order.
Not sure which shop to contact? Open the order confirmation, membership receipt, or trial signup email you received. The sender domain is the shop domain to use. If the email came from yourshop.fourthwall.com, your contact page is yourshop.fourthwall.com/pages/contact. If the creator uses a custom domain, swap in that domain instead.
If you're a creator
Email support@fourthwall.com for anything related to your own creator account, dashboard, or shop setup. Forward customer messages that reach you to your shop's support inbox so the right team can respond.
Point customers to the order confirmation email they received at checkout. It includes tracking details and a direct link to check their order status.
Frequently Asked Questions
What are Fourthwall's support hours?
Fourthwall's support team is available Monday through Friday during Pacific Time business hours. Eli, the chatbot, is available 24/7 for instant answers.
How long does it take to get a response?
Email responses typically arrive within 24 hours on business days. Chat responses from human agents depend on current volume, but most are answered within a few hours during business hours.
Can my customers contact Fourthwall support directly?
No. The support@fourthwall.com inbox is for creator accounts only and cannot cancel subscriptions, trials, or shopper accounts. Customers should use the contact form on the shop they bought from, at <shop-domain>/pages/contact (for example, yourshop.fourthwall.com/pages/contact). Messages from that form route to the team that handles order, membership, and trial questions for your shop. If a customer isn't sure which shop to use, the sender domain on their order confirmation email is the shop domain.
What if I need help outside business hours?
Use Eli for immediate answers to common questions. Start from the home input on your dashboard, the chat icon in the bottom-right corner, or the floating chat button in the Fourthwall for Creators mobile app. For anything Eli can't resolve, send an email or leave a message in chat. The support team will follow up when they're back online.
If you have any questions, do not hesitate to contact us at support@fourthwall.com.