Help and Support

How do I update my Store App?

Head over to your app store and check for any available updates. If there is an available update for Hero, it will appear for you to select.

I’m getting an error message when attempting to open the Store app. How can I get past this?

The easiest way is to make sure you’re running on the latest version of the app. You can check this by viewing the app details and version on the Store App page in your App store. If there are no available updates, be sure to check your connection. A weak cellular or Wifi signal may cause connectivity issues to Hero. If your internet connection isn’t strong, then you may experience delays or difficulty doing certain things on the app. Be sure to check that your wifi or cellular connection is strong, as this is the most common cause of problems. If you continue to receive error messages, please contact Hero Support.

Why can’t I log in to the Store App?

Firstly, you’ll want to make sure you’re running on the latest version on the application (see above). If you are, the second step is to make sure you are using the proper email address used to sign up for Hero. If you are unsure which email address you used, please contact our support team.

What do I do if I forgot my username/password?

We’re more than happy to assist with any log in issues. If you’ve forgotten which email address you have on file, please let us know via a support ticket. If you’ve forgotten your password, simply follow the steps to reset your password on the login page. When beginning this process, an email with a 5-digit verification code will be sent to your on-file email address, which will let you reset your password.

Why can’t I accept/finish chats I receive?

This issue can almost always be attributed to a connection issue. The Store App requires a cellular or WiFi connection to work. Should your connection be weak, certain functions within the app may prove to be unresponsive. If you feel that your connection is adequate and you’re still experiencing these issues, please contact our support team, with a detailed description of your experience.

What if I lose connection in store?

If you lose your WiFi connection in store, your phone will automatically start using your cellular data (unless your settings are set to disallow cellular service when off of WiFi). If you don’t have access to a cellular connection either, then you won’t be able to chat with customers, and other in-app features will be limited. Try moving to an area where you will reconnect in order to resume using the app.

What if the app freezes while I’m in a chat?

Please take a screenshot to capture any error messaging that appears.To resolve the app freeze, hard close the application and reopen it. If you have any questions or concerns, or experience any issues, please contact our support team.

What do I do if the app crashes?

If this happens, try opening the app again and continue using as normal. If the application continues to crash, start by making sure you are on the latest version of the application within your devices’ app store. Please submit any issues, questions, or concerns to our support team.

How do I share my awesome ideas about making Virtual Shopping even better?

We deeply appreciate and value the thoughts and feedback we receive from those that use our app the most! If you have any ideas you’d like to share, follow the steps through our “Give Feedback” section. In the email, be as detailed as you’d like with any suggestions or ideas provided.

Will my customer come back to me?

If you are available, then yes! Otherwise, the customer will be entered in a chat with the first associate to accept it.

How is my customer notified?

Depending on what information they provided in the chat box, they’ll either be sent an email or a text message with a link directing them back to the website, where they’ll be able to view your response.