Support

Help with orders, messages, the connector, customer rules, and privacy requests

Email support

Initial response target: within two business days, Sunday through Thursday, excluding public holidays.

Your *.myshopify.com store domain.
The approximate time the issue occurred and the screen you were on.
The order number or the status shown on the Activity page, without customer contact details.
Steps we can use to reproduce the issue.

Do not email customer names, addresses, phone numbers, payment information, passwords, connector secrets, or Shopify access tokens.

WhatsApp button disabled on an order: the order has no usable phone number, or the number has no country code and the shipping country is unknown.
Recovery buttons disabled on a checkout: the customer has no recorded marketing opt-in and the outreach policy is set to recorded opt-in only.
Automatic shipping updates not arriving: open Settings, confirm the connector is enabled, and use “Send test request”. Failures are listed on the Activity page with the endpoint’s response.
Customer rule not tagging: confirm automatic evaluation is enabled, the order is paid, and both thresholds are met.

Use the same support address with the subject “Security report”. See the security and incident response policy.