Since 2009
TELCOMA Global / Linefolio / Support
Supported by the people who built it.
One address, one promise: a reply within one business day. Replies come from the engineers who build the app.
What to include
Five things, and we can usually answer from them alone.
- Your store's .myshopify.com domain.
- The name of the line sheet. For a share link problem, the link's label too; you don't need to send the link itself.
- What you did, what you expected, and what the app showed. The exact text of any banner helps most.
- When it happened, with your time zone.
- For a PDF problem: the layout, products per page, paper size, and which product or page looks wrong.
A screenshot is welcome. We never need your Shopify password or a code from your authenticator app. If we need to look at your store, we will ask for collaborator access through Shopify, which you grant yourself and can revoke at any time. If anyone claiming to represent us asks for a password, it is not us.
Contact
[email protected]
- Support and security reports
- [email protected]
- Hours
- Monday to Friday, 09:00–18:00 IST (UTC+5:30)
- Response time
- Within one business day
- Language
- English
- Merchant guide
- How products, prices, PDFs and share links work
- Privacy
- What the app stores, and what it never stores
Quick answers
The messages we expect most.
Each of these is the app behaving as designed. The merchant guide has the full explanation.
"Some text will print as ? in the PDF"
The PDF font covers Latin, Greek and Cyrillic letters and signs such as ₹ and €. Chinese, Japanese, Korean, Arabic, Hebrew and emoji print as "?" in the PDF. The share page shows them correctly, so a share link is the way to send that text.
A buyer sees "This line sheet isn't available"
The link expired, was turned off, or its sheet is archived. It also shows when your plan no longer includes share links, when the sheet has more products than your plan exports, or after the app is uninstalled. Open Share on the sheet to see the link's status.
The share link shows old prices
A link keeps the prices from when it was made, so a sale in your store doesn't change what a buyer was quoted. On the sheet's Share page, click Update prices on the link to save today's prices.
A product says "Price on request"
There is no wholesale price to show. Usually the sheet uses a B2B price list in a different currency from your store, and the list has no price of its own for that product; the app won't guess an exchange rate. Set a price for it in the price list in Shopify, or choose another price source.
Products are marked "Not in catalog"
The sheet uses a B2B price list, and those products aren't published to that list's catalog in Shopify. They still get a price on the sheet, but buyers who order through that catalog can't buy them. Publish them to the catalog in Shopify (Products → Catalogs), or remove them from the sheet.
"This sheet was changed in another tab or by someone else"
Someone saved the same sheet from another tab or device. Click Load latest to see their changes. If you keep editing instead, your next save replaces theirs, and the editor says so.
"This sheet can't be exported on your plan yet"
The sheet has more products than your plan exports, or it uses a B2B price list on a plan without them. Nothing is lost and you can keep editing. Remove products, change the price source, or choose a bigger plan.
"Too many wrong codes from here"
Within 15 minutes, 10 wrong access codes were entered for that link from the same address, or 100 from everyone together. Wait 15 minutes and try again, and check the code with the brand that sent it. Codes aren't case or space sensitive.
Known limits
Known limits
Each of these is a deliberate choice or follows from what Shopify gives apps access to. None of them is a defect.
The PDF uses the Noto Sans font, which covers Latin, Greek and Cyrillic letters and signs such as ₹ and €. Chinese, Japanese, Korean, Arabic, Hebrew and emoji print as "?" in the PDF, and the preview warns you before you download. The share page shows all of them. A currency sign the font lacks prints as the currency code.
On every plan, so pages and PDFs stay quick. Lower plans export fewer; see the pricing on the app page.
A product's first 300 variants are drawn in its table. A product with more gets a note with the number left out.
Buyers read the sheet and download the PDF. They can't sign in, add to a cart or place an order through the app.
That would need access to your B2B companies, which are customer data. Use a B2B price list for each buyer group instead.
The app doesn't read inventory, so a sheet can't show what is in stock.
On a phone or tablet, use the arrow buttons and the section menu to reorder products.
The logo (Pro) must be an image stored in Shopify. Upload it under Content → Files and paste its link in Settings.
Product data is read from Shopify in pages, at the rate Shopify allows for your store, so a sheet with thousands of products can take a few minutes to load. The app slows down rather than fail.
Service status
The app runs on TELCOMA's own server and inside the Shopify admin, so a problem with either affects it. Shopify's status is at shopifystatus.com; for our server, email us. An outage never changes anything in your store, and your sheets are kept as they were.
Billing
Plans are billed by Shopify on your Shopify bill, after a 14-day free trial. Uninstalling the app ends the subscription. For a billing question or a refund request, email us with your store domain.
Feature requests
Tell us what would make your line sheets better for your buyers. Requests that come with the reason behind them get built first.
Privacy
What the app reads, stores and never does, and what a buyer's visit leaves behind: the privacy policy.