Our support team can be contacted by emailing [email protected], chatting with us through your app admin, or here in our documentation (bottom left corner of any article on the Help Center.)
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Live chat is available for our apps between 10 AM and 5 PM EST, Monday to Friday.
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Our Help Center is improved every day to feature more robust guides and resources for merchants. Please consider these app-specific help articles before submitting a support request.
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Aim to include as many keywords in your message body as possible, as well as the store URL, storefront password, app and theme, and Shopify Partners Collab access information.
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Include a link to your store’s myshopify URL. If the support request is about a particular page (product, static, etc.), include a link to that page URL. For example, https://example-shop.myshopify.com/ or https://example-shop.myshopify.com/blogs/news/your-latest-greatest-post.

If your store is password-protected, provide the preview Password found in Online Store > Preferences > Password protection. Do not provide agents with your admin password.

Include the name of the app of concern, as well as the theme that is being used with the app. For example, "I’m using Ultimate Special Offers with my Grid theme."

If the theme is unpublished (draft theme), provide a preview link by going to the theme in the Online Store > Actions > Preview > In the preview bar, select Share preview.
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A common way for support teams to access a storefront is through Shopify Partners collab requests. If Orbit has access to your store already, it is helpful to notify support beforehand in case access is requested. Click here to learn more about Shopify Partners collab requests.

Our support team receives email requests at [email protected].

If you have sent an email to us that we have not replied to in under 48hrs, please double check which email address you sent it to (it must be [email protected].)

We have a chat widget available in the bottom left corner of your app, as well as the bottom left corner of our Help Center articles. Our agents are available Monday through Friday, from 10am to 5pm EST. Our AI agent will ask introductory questions, providing tailor-made solutions for you - but you'll always have the option to chat with an agent. If your question falls outside of our office hours, we'll follow up with you first thing in the morning.

Your message history will remain accessible at all times in the 'Messages' tab of your chat widget. Any chats that were sent to our development team will appear in the 'Tickets' tab.