Pendulum is built and run by Alchemy Merch, a Shopify merchant. When you email support, you reach the team that wrote the code and that uses Pendulum every day to bill our own customers.
Try the help center first
The help centerhas how-to guides for every Pendulum feature, written for non-technical merchants. Brand settings, reminder cadence, email templates, the Shopify notification paste-in workflow, verified sender setup, outbound webhooks, bounce handling. If your question is “how does X work,” it's probably faster to read the article than wait for an email reply.
Email support
If the help center didn't cover what you need, email support@penduluminvoices.com with your question. We reply within one business day for most issues. Urgent delivery problems and security reports get a faster response (see below).
What to include in your email
A short message with these four things gets you a faster, more useful reply:
- Your Shopify store URL (the
your-store.myshopify.comaddress). - What you were trying to do.
- What happened instead.
- A screenshot if it is a visual issue, or the invoice or order number if it is a specific record.
If your issue affects email delivery, include the customer email address you sent to and the approximate send time.
Self-serve resources
Many questions can be answered without waiting for a reply:
- Help center has tab-by-tab how-to guides.
- Common questions on the homepage covers billing, free trial, data deletion, and whether Pendulum replaces Shopify Payments or QuickBooks.
- Webhook documentation covers the outbound event schema, signature verification, and retry behavior for the Pro plan.
- Privacy policy covers what data Pendulum stores, sub-processors, retention, and GDPR rights.
- Terms of service covers the merchant agreement, including liability and governing law.
Billing questions
Pendulum uses Shopify Billing, which means your subscription, invoices, and payment method live in your Shopify admin. To cancel, upgrade, or downgrade, open your Shopify admin and go to Settings → Apps and sales channels → Pendulum → Manage subscription. Pendulum cannot process refunds directly. If you believe a charge was made in error, email us and we will work with Shopify to resolve it.
Uninstalling Pendulum
You can uninstall Pendulum at any time from your Shopify admin under Settings → Apps and sales channels. Your subscription stops immediately. We retain your shop data for 48 hours after uninstall in case you reinstall, then a Shopify-mandated compliance webhook permanently deletes it. See the privacy policy for full retention details.
Security disclosure
If you discover a security vulnerability in Pendulum, please email support@penduluminvoices.com with the subject line Security disclosure. We respond within 48 hours. Please do not disclose the issue publicly until we have had a chance to address it. We do not currently run a paid bug bounty program but we credit reporters who help us improve.
Service status
Pendulum does not currently publish a status page. If a multi-hour outage affects reminder cadence or invoice generation, we email affected shops directly and update this page with a brief incident note. For most issues, the fastest path is still email.
Response times
- General questions: within 1 business day.
- Delivery or invoice generation issues: within 1 business day, prioritized.
- Security disclosures: within 48 hours.
Business days are Monday through Friday, US Eastern time, excluding US federal holidays.