Contact support
Email hello@storemason.com from your account email. Use a clear subject such as “Support,” “Security,” “Abuse report,” “Privacy request,” or “Appeal.” Include the store name, relevant URL, what happened, when it happened, and the outcome you seek. Do not email passwords, full payment-card numbers, private keys, or access tokens.
Reports and urgent security issues
For suspected compromise, put “URGENT SECURITY” in the subject and describe the affected account without including secrets. For unlawful or harmful storefront content, identify the exact content, explain the concern, and include supporting rights or authority when applicable. StoreMason may preserve records and temporarily restrict access while reviewing risk.
Appeal a decision
An account owner may appeal a provisioning denial, content restriction, suspension, termination, or denied privacy request. Email within 30 days, put “Appeal” in the subject, identify the decision, explain why it should be changed, and provide corrective steps or supporting evidence. A person not responsible for the original decision will review the appeal when staffing permits. StoreMason will communicate the result or request more information.
Response targets
During the beta, StoreMason aims to acknowledge urgent security reports promptly and other complete requests within one business day. These are operational targets, not guaranteed service levels. Complex, incomplete, or legally sensitive matters may take longer. Emergency threats should be directed to appropriate emergency services, not this inbox.