Support

Sheetly Support

Need help? We’re here. This page covers self-serve fixes, how to contact us, and our response guidelines.

Contact us

  • Email: [email protected]
  • Business hours: Mon–Fri, 9:00–6:00 ET
  • Target response time: within 1 business day (often faster)

When you email, include: Google account email, Sheet URL (view-only is fine), a 1–2 sentence description, and any error text or screenshots.

Quick fixes (most issues resolved here)

1) Add-on won’t open / permission prompt loops

  • Close all Sheets tabs, reopen your spreadsheet, then try Extensions → Sheetly → Open.
  • If prompted, accept the permissions (we only request minimal scopes needed for Sheets + your email).

2) “Pro features locked” after upgrade

  • In the sidebar, click Refresh License (or close/reopen the sidebar).
  • If still locked, wait ~30 seconds and try again — Stripe can take a moment to fire the webhook.
  • Manual cache bust: reopen the spreadsheet and try again.

3) I canceled but still see Pro

  • It may take up to a minute for the subscription event to process. Reopen the spreadsheet and sidebar.
  • If it persists, email us and we’ll verify your license row immediately.

4) Notion isn’t connecting

  • Confirm your Notion integration token is valid and has access to the target pages/databases.
  • In Notion, Share → Invite → select your integration and grant access to the database/page.
  • Try a small sync first (a few rows) to verify connectivity.

5) Sync errors or partial rows

  • Make sure your first row in Sheets is a header row (unique column names).
  • Remove merged cells in the sync range.
  • Check for protected ranges or filter views blocking writes.
  • Try again after clearing any custom number formats on the target columns.

How to send helpful diagnostics

A) Google Apps Script logs (sidebar actions)

  1. In the Sheet: Extensions → Apps Script → Executions.
  2. Find the most recent run; open it and copy the Log and Error (if any).
  3. Email the log to support with a 1–2 sentence description.

B) Webhook/License checks (billing)

If your subscription just changed and access didn’t update, include:

  • Your billing email used at checkout.
  • Approx. time of the change.
  • (If you see a “WebhookLog” sheet in our license DB from a prior request, paste that row; otherwise we’ll check.)

We’ll never ask for your Notion token or credit card details.

Billing & account

Plans and billing

  • Payments are processed by Stripe.
  • You can cancel anytime; Pro access remains through the end of the billing period.

Refunds

We’ll refund duplicate charges or if Sheetly fails to perform as described after we attempt to resolve the issue. Email [email protected] within 14 days of charge.

Data deletion / privacy

  • We store your email and license status for access control.
  • To delete license data, email support and we’ll remove it within 7 days.
  • See our Privacy Policy and Terms.

Uninstalling Sheetly

  • In Google Sheets: Extensions → Add-ons → Manage add-ons → Sheetly → Uninstall.
  • Uninstalling does not cancel a paid plan—visit your original Stripe receipt link or email support.

Status & versions

  • Current add-on version: shown in the sidebar footer.
  • If something looks down for everyone, check our X/Twitter @sheetly (optional) for incident notes.

Known limitations

  • Very large sheets (hundreds of thousands of cells) may sync slower due to Sheets quotas. Try syncing in smaller batches.
  • Protected ranges and merged cells can block writes.
  • Notion database schema changes (renamed properties) may require re-mapping columns.

Feature requests & feedback

We love ideas. Send requests to [email protected] with the subject Feature Request. If it fits the roadmap, we’ll follow up for early testing.

Legal

Sheetly is provided by Glencrest Capital LLC. Google, Google Sheets, and Notion are trademarks of their respective owners. Sheetly is not affiliated with Google or Notion.