Support
Help with connecting ping.ai, order lookups, and privacy requests
Email support
Initial response target: within two business days, Sunday through Thursday, excluding public holidays.
Include in your message
- Your
*.myshopify.comstore domain. - The approximate time the issue occurred.
- The order number involved, without customer contact details.
- Steps we can use to reproduce the issue.
Do not email customer names, addresses, phone numbers, payment information, passwords, or Shopify access tokens.
Common checks
- The connection link has expired: each link works once and for 10 minutes. Select Connect again in the app.
- The app still shows “Waiting for ping.ai”: finish the connection in the ping.ai tab and choose the bot for this store.
- The bot cannot find a customer’s order: the customer’s WhatsApp number must match a phone on the order, or the customer must give the order number together with the email used on the order.
- To stop order lookups immediately: select Disconnect in the app, or uninstall it.
Security reports
Use the same support address with the subject “Security report”. See the security and incident response policy.