Support

Last updated 12 September 2026

Email support@keelcroft.com. Every message and App Store review reply is answered within one working day, covering 13:30 to 21:30 UK time.

Before you write

• Open Settings in Despatchly and press Test connection. If Royal Mail rejects the key, create a new one in Click & Drop under Settings, Integrations, Click & Drop API.
• An order that did not sync shows the reason on the Orders page along with a retry button. Quoting that reason gets the fastest answer.

Known limits

• Label PDFs, manifests and returns are restricted by Royal Mail to OBA accounts. Personal (OLP) accounts get a clear message instead of a failed sync.
• Despatchly creates the Click & Drop order. Postage service selection stays with your Click & Drop shipping rules unless you map a service code.
• Despatchly never reads a customer's email address or phone number, so Click & Drop delivery notifications sent to the recipient are not available.

Reporting a security issue

Email security@keelcroft.com. Please do not open a public issue. Reports are acknowledged within one working day.