Anything technical
Email support
Campaigns not applying, unexpected totals, billing questions, feature requests. Include your store domain and we'll pull the trace before replying.
[email protected]Support
A person reads every email.
There's no ticket portal and no chatbot triage. Two of us answer support, and we're the two who wrote the engine.
Before you write
The docs
Resolution order, condition behaviour and the four things to check when a campaign isn't applying. Most questions are answered in troubleshooting.
Read the docsPrivacy & legal
Data requests
Access, export, deletion, DPA questions, or a security disclosure. These go to a separate inbox and are answered within five business days.
[email protected]What we aim for, and what we actually hit.
These are first-response targets during Toronto business hours, Monday to Friday. Pricing bugs and anything affecting live checkout jump the queue regardless of plan.
Plan
Target
Last 90 days
Free
3 days
19 hrs
Growth
1 day
6 hrs
Pro
Same day
2 hrs
Founding 100
Direct line
1 hr
Median first response, measured across all support email since 1 May 2026.Four things that get you an answer in one round trip.
Your store domain.
The .myshopify.com one. It’s how we find your campaigns.
The campaign name.
Exactly as it appears in the dashboard, so we’re looking at the same thing you are.
A cart that reproduces it.
Products, quantities, and the customer or tag involved. An order number works too.
What you expected instead.
Check the FAQ first →Often the engine is behaving correctly and the resolution rule is set differently than you assumed. Knowing your intent settles it fast.
Reporting something urgent?
If live checkout is pricing incorrectly, write URGENT in the subject line. That routes past the queue to both of us directly, including outside business hours.