Getting support

If the troubleshooting guides don’t resolve your issue, the support team is happy to help.

From inside the app

Open the home dashboard and click Support in the navigation. The form is pre-filled with your shop name, current plan, and the most recent operation activity, so you don’t have to add those manually.

By email

Send to the support address listed in your welcome email or on the Shopify App Store listing. Include the same information as below.

What to include

To get a fast answer, include:

• Shop domain — e.g. yourstore.myshopify.com.
• Plan — visible in the app’s home dashboard or in Manage plan.
• What you were trying to do — one or two sentences.
• What happened — the actual behaviour, with an error message if there was one.
• What you expected — and how it differs.
• A reproduction — a cart, a customer, or a sequence of steps that triggers the issue. If the issue is locale-specific, name the locale. If it’s a specific operation, name the operation.

A screenshot of the operation form or the toast error is usually more useful than a long description.

Response time

Support runs on business days, in the timezone of the team. The first response is typically within one business day. Complex issues that need to be reproduced can take longer; we’ll keep you updated on what we find.

Bug reports and feature requests

Bug reports and feature requests are also welcome through the same channel. There’s no separate tracker — anything you send lands in the team’s queue.

For feature requests, a short description of the use case is more useful than a detailed spec. We follow up with clarifying questions if needed.

Status

The app’s publishing pipeline is monitored continuously. If something is broken on our end, the home dashboard surfaces a status indicator. You can also subscribe to the in-app Product Updates opt-in (in Settings → Profile Settings → Marketing Preferences) to receive email notifications about incidents and resolutions.