Answers, without the runaround
Product documentation, troubleshooting steps and plain-language definitions for every AmzEngine module — plus a real support team when the docs don't cover it.
Illustrative preview of the in-app help experience. Article titles shown are examples, not a live search.
Browse by topic
Every module has its own documentation set covering setup, definitions, refresh behaviour and limits — so you know exactly what a number means before you act on it.
Getting Started
Create your workspace, connect a marketplace, and track your first products.
- Workspace setup checklist
- Adding your first ASIN
- Choosing marketplaces
- Inviting your team
Research & Validation
Product research, reverse ASIN, keyword sizing and validation scoring.
- Reading opportunity scores
- Reverse ASIN limits
- Validation criteria explained
- Exporting research
Tracking & Alerts
How rank, price and Buy Box tracking works, and how alerts are triggered.
- Tracking refresh windows
- Alert rules and thresholds
- Email vs in-app alerts
- Muting noisy alerts
Protection
Listing change detection, hijacker alerts, brand and account health monitoring.
- What we monitor
- Unknown seller alerts
- Evidence snapshots
- Escalating to an expert
Inventory & Advertising
Replenishment forecasts, stock-out risk, and PPC performance reporting.
- Forecast inputs
- Restock recommendations
- PPC metric definitions
- Wasted spend report
Billing & Plans
Subscriptions, invoices, service orders and payment questions.
- Changing your plan
- Downloading invoices
- Expert service orders
- Refund policy
Account & Settings
Profile, security, notification channels and workspace configuration.
- Two-factor authentication
- Notification channels
- Data export requests
- Deleting your account
Expert Services
Reinstatements, catalog repair and managed care — how the intake flow works.
- Intake requirements
- Order status stages
- Response times
- What we cannot do
When the docs aren't enough
Pick the channel that matches the situation. Account suspensions and hijacking incidents are handled as managed expert cases, not queue tickets.
In-app support
Message us from inside your workspace so we can see the exact ASIN, report or alert you're asking about.
Email support
Send screenshots and case IDs for billing, data questions and workspace configuration issues.
Expert escalation
Suspensions, blocked ASINs and unauthorized sellers route to the Expert Services team with a named case owner.
Quick troubleshooting
Most support questions resolve with one of these checks. Run through them before you write in — it usually saves a round trip.
- Confirm the ASIN is tracked — untracked products show research estimates, not workspace data.
- Check the marketplace selector; rank and price differ by marketplace.
- Look at the last refresh timestamp before assuming data is missing.
- For missing alerts, verify the notification channel is enabled and verified.
- For billing mismatches, download the invoice and compare the billing period, not the charge date.
How current is the data I see?
Every panel shows its last refresh time, so you never have to guess. Tracked data refreshes on a schedule rather than in real time — check the timestamp on the panel before assuming something is missing.
Why do research estimates differ from my Seller Central numbers?
Research figures are modelled market estimates for products you don't own, shown as ranges with a confidence level. Your own tracked ASINs use your synced account data and are the authoritative number for your business.
What does it mean when a keyword shows as not ranked?
It means the product was not found in the first 100 search results for that keyword at the last check. It is never shown as rank 0, and it doesn't mean the product is suppressed — only that it wasn't in the top 100.
Can I export anything I see?
Research, keyword, tracking and analytics tables export to CSV, and expert service cases export as a PDF summary. Exports reflect the same data and timestamps you see on screen.
What our support will — and won't — tell you
You can expect
- A plain-language explanation of where any number comes from
- The last refresh time and data source behind a panel you're questioning
- Honest status when a feature is planned, sampled or unavailable
- A named case owner for paid expert service work
We won't
- Quote response-time or satisfaction statistics we can't verify
- Present estimates as actual sales figures — estimates stay labelled
- Promise reinstatement or takedown outcomes — no one can guarantee those
- Make changes to your account, campaigns or listings on your behalf
Looking for strategy, not settings?
The Help Center explains how the platform works. Our Guides library covers how to actually run an Amazon business — research, launch, optimization and protection playbooks.
Still stuck? We'll help.
Send us the details and a real specialist will take a look.