Account
Support
Response times by plan and what to send us.
Support is answered by the engineering team. The person who replies can open the file that caused your problem.
By plan#
| Plan | Channel | Target first response |
|---|---|---|
| Starter | 1 business day | |
| Growth | Priority email | Same business day |
| Pro | Priority email + phone | Same business day, phone during business hours |
| Enterprise | Dedicated account manager | Named contact, agreed in your onboarding |
Storefront-down issues jump the queue on every plan, including Starter. A broken store is not a tiering question.
What to send#
The more of this you include, the faster the answer:
- Your store URL
- and whether the issue is on the live theme or a duplicate.
- A URL where it reproduces
- the exact collection, product or search page.
- The vehicle
- you selected, in full YMMS.
- What you expected and what happened.
- "The verdict says unconfirmed but this lift kit definitely fits a 2019 F-150."
- A screenshot
- if it's visual, or the SKU if it's data.
Things you can check first#
Most tickets resolve to one of these, and checking takes a minute:
- Is the app bootstrap embed enabled? Half of "the widget does nothing" is this.
- Did an index run finish since the change you made?
- Was the change made on the published theme or a duplicate?
- Has it been two minutes since an extension update? Deploys propagate with a short lag.
Custom development#
Growth includes two hours a month, Pro five, Enterprise unlimited. Hours cover work specific to your store — an adapter for a supplier, a report you need, a layout the settings can't reach. They do not roll over, and we will tell you before a request exceeds them.
Reporting a documentation bug#
If a page on this site is wrong, that is a bug. Tell us which page and what it says wrongly — the docs are generated from the same repository as the app, so a correction ships with the next release.
Support is answered by the people who wrote this code — not a ticket queue.