Every plan starts with a 1-hour free trial and a 30-day money-back guarantee. See pricing →

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Customer support

How can we help?

Our support team answers in English and Japanese. Pick a topic below or e-mail us directly.

Contact support

support@shiftkumo.com

Support hours
Monday–Friday, 9:00–18:00 JST (UTC+9), excluding Japanese public holidays
Response times
First reply within 1 business day
Languages
English and Japanese

How to get help

For questions about using ShiftKumo, your account or billing:

  1. In the app, open Help → Contact support. Your workspace details are attached automatically.
  2. Or e-mail support@shiftkumo.com from your account e-mail address.
  3. Describe what you were doing, what you expected and what happened. Screenshots help us solve it faster.
  4. We reply within 1 business day (Monday–Friday, 9:00–18:00 JST). Urgent issues affecting your whole team are prioritized.

E-mail support

How to request a refund

30-Day Money-Back GuaranteeFull refund on unused credits. No questions asked.

Every payment is covered by our 30-Day Money-Back Guarantee: full refund on unused credits, no questions asked.

  1. Within 30 days of the charge, go to Settings → Billing → Request refund, or e-mail support@shiftkumo.com with the subject “Refund request”.
  2. Send it from your account e-mail and include the charge date and amount, or the last 4 digits of the card.
  3. We confirm within 1 business day and process the refund within 3 business days.
  4. The money returns to your original card in the original currency, usually within 5–10 business days depending on your bank.

A subscription refunded under the 30-day guarantee is cancelled at the time of the refund. Refunding a charge we made in error (such as a duplicate charge) does not affect your subscription.

Request a refund Refund Policy

How to cancel your subscription

During the 1-hour free trial

  1. Open Settings → Billing.
  2. Click “Cancel trial” and confirm.
  3. You are not charged. A confirmation e-mail is sent immediately.

After the trial

  1. Open Settings → Billing and click “Cancel subscription”, or e-mail support@shiftkumo.com with the subject “Cancel subscription” from your account e-mail.
  2. Your subscription will not renew. You keep full access until the end of the period you already paid for.
  3. Your data is kept for 30 days after the subscription ends so you can export it or reactivate. Then it is permanently deleted.

There is no cancellation fee. If you cancel within 30 days of a payment, you can also request a full refund of that payment.

Cancel by e-mail Cancellation Policy

How to share product feedback

Many ShiftKumo features started as a customer suggestion. We read every message.

  1. In the app, open Help → Send feedback, or e-mail support@shiftkumo.com with the subject “Product feedback”.
  2. Tell us what you are trying to do and why it matters to your team — the problem is more useful than the solution.
  3. We reply within 5 business days, and we let you know when a feature you asked for is released.

Send feedback

Billing questions

What will appear on my card statement?

Charges appear as “SHIFTKUMO.COM”.

Where are my invoices?

A receipt is e-mailed after each payment. All invoices are available in Settings → Billing.

Why do I see a small temporary charge?

When you start a trial your bank may place a temporary authorization to verify the card. It is released automatically and is not a payment.

I did not recognize a charge.

E-mail us with the date and amount before contacting your bank. We will identify it. If it is ours, we refund it in full on request within 30 days of the charge, and a charge we made in error (such as a duplicate) is always refunded in full.

We accept

Your card statement will show “SHIFTKUMO.COM”.

Payments are processed by a PCI DSS Level 1 certified payment processor. We never store your full card number.

Frequently asked questions

I did not receive my login e-mail.

It is sent within 5 minutes of checkout. Check your spam folder, then e-mail us if it has not arrived within 1 hour.

How do I add or remove employees?

Go to Team → Add people to invite by e-mail or import a CSV. To remove someone, open their profile and choose Archive.

Can I export my data?

Yes. Go to Settings → Data export to download staff lists, schedules and timesheets as CSV or Excel at any time.

How do I change my plan or card?

Open Settings → Billing. Plan changes apply from your next renewal; a new card is used for the next charge.

Do you offer phone support?

Support is provided by e-mail and in-app messages so we can share screenshots and keep a written record. We reply within 1 business day.