Customer Support
We're here to help.
Whether you need help connecting your Amazon account, troubleshooting a sync, or thinking through your strategy, our team is one email away.
Primary Contact
Email Support
The fastest way to reach us. We read and respond to every message.
andre@synthesisintelligence.aiTypical response: within 1 business day
01What to Include in Your Message
To help us resolve your issue as quickly as possible, please include:
- Your brand name and the email address you signed up with
- What you were trying to do — connect Amazon, run a report, ask Synthesis a question, etc.
- What happened instead — error messages, screenshots, or the unexpected behavior
- When it happened — an approximate time helps us find the issue in our logs
- Your Amazon Seller ID (if the issue relates to your Amazon connection)
02Common Questions — Amazon
| How do I connect my Amazon account? | From your Synthesis workspace, click Connect Amazon. You'll be redirected to Amazon Seller Central to authorize the integration. Synthesis uses the official Selling Partner API (SP-API) and requests only the data access roles needed to provide your analytics. |
| How long does the initial data sync take? | The initial backfill typically takes 20–40 minutes depending on your order volume. Larger accounts with multi-year histories may take longer. You can use Synthesis immediately; data will populate progressively as the sync runs. |
| Why don't I see data for a particular report? | Some reports (especially Brand Analytics) require your seller account to have Brand Registry and sufficient historical data. If data is missing, check that your Amazon account has the corresponding permissions. |
| How often does Synthesis sync new data? | Order data syncs every 6 hours. Brand Analytics reports sync weekly or monthly depending on the report type. FBA inventory syncs daily. Settlement reports sync when Amazon publishes them (typically every 14 days). |
| How do I disconnect Synthesis from my Amazon account? | You can revoke Synthesis's authorization at any time from Seller Central → Settings → User Permissions → Manage your apps. When you disconnect, we stop syncing new data immediately and delete all stored Amazon data within 30 days. |
| How is my Amazon data protected? | All data is encrypted in transit (TLS 1.2+) and at rest (AES-256 via Google Cloud). Credentials are stored in Google Cloud Secret Manager. Each seller's data is isolated in its own BigQuery dataset. We never sell, share, or resell your Amazon data. |
| Can I request that my data be deleted? | Yes. Email us at andre@synthesisintelligence.ai with "Data deletion request" in the subject line. We'll delete all your data within 30 days and confirm completion by email. |
03Common Questions — Using Synthesis
| Synthesis gave me an answer that looks wrong | Reply to any Synthesis answer with "Flag this" or email us with a link to the question and the answer. Every flagged answer is reviewed by our team and becomes training data to improve future responses. |
| I can't log in to my Synthesis workspace | Synthesis uses Firebase Authentication with email + password and magic-link fallback. If you're locked out, email support and we'll verify your account and send a fresh sign-in link. |
| Can I share my workspace with a teammate? | Yes. Synthesis supports multi-user workspaces with role-based access control. Contact support to add teammates or adjust roles. |
| Where's the weekly intelligence briefing? | Weekly briefings are emailed to the address you signed up with, typically on Monday mornings. If you're not receiving them, check your spam folder and add andre@synthesisintelligence.ai to your contacts, then let us know. |
04Resources
Amazon Integration
How Synthesis uses Amazon Selling Partner data, the roles we request, and how your data is protected.
Read more →
Security Overview
How Synthesis protects your data at rest and in transit, access controls, and incident response.
Read more →
05About Synthesis Intelligence
Synthesis Intelligence, Inc. builds AI-powered strategic advisory tools for consumer brands. Synthesis is our flagship product — a multi-agent intelligence platform that transforms raw e-commerce data into strategic clarity.
| Company | Synthesis Intelligence, Inc. |
| Product | Synthesis — AI Strategic Intelligence Platform |
| Support Email | andre@synthesisintelligence.ai |
| Website | app.synthesisintelligence.ai |
| Support Hours | Monday – Friday, 9am – 6pm Pacific Time |
| Response SLA | Within 1 business day for standard requests; within 4 hours for urgent connection or data issues |