Getting help with apps

Shopify only provides support for apps built by Shopify. Most apps for your Shopify store are built by third-party developers, not by Shopify. If you need help with an app or sales channel that was built by a third-party developer, then contact the developer directly.

Note

To learn more about how you're billed for apps, and how to request an app refund or a credit, refer to App charges on your Shopify bills.

Apps installed from the Shopify App Store

If you need help with an app that you installed from the Shopify App Store, then you can request support from the app developers in one of the following ways:

• from the Apps and sales channels section of the Shopify admin
• from the Support section of the app's listing page on the Shopify App Store

Send a message to app developers from the Shopify admin

You can get support for your installed apps from the Apps and sales channels section of the Shopify admin. If the app was developed by Shopify, then you'll be directed to the Shopify Help Center for help. If the app was developed by a third-party developer, then you'll be prompted to enter the details of your issue, which is then sent to the developer.

Steps:

Desktop

1. From your Shopify admin, go to Settings > Apps and sales channels.

2. Next to the name of the app that you need help with, click ... > Get support.

3. If the app was developed by a third-party developer, then enter the details of your issue, and then click Send message.

iPhone

1. From the Shopify app, tap the … button, and then tap Settings.
2. In the Store settings section, tap Apps and sales channels.
3. Tap the name of the app that you need help with, tap the … button, and then tap Get support.
4. If the app was developed by a third-party developer, then enter the details of your issue, and then tap Send message.

Android

1. From the Shopify app, tap the … button, and then tap Settings.
2. In the Store settings section, tap Apps and sales channels.
3. Tap the name of the app that you need help with, tap the … button, and then tap Get support.
4. If the app was developed by a third-party developer, then enter the details of your issue, and then tap Send message.

Note

If there isn't a Get support link, then the app might be unlisted and not offer any support, or the developer might not offer support in your default language.

If you sent a message, then your message is sent directly to the app developer. Shopify contacts you after three days to check if the app developer has helped to resolve your issue. If they haven't, then Shopify contacts them again on your behalf.

Reach out to app developers from the Shopify App Store

You can reach out to app developers directly from the Shopify App Store. Some developers include a specific contact method or support portal, or might have their own support documentation which can be found in their app listing on the Shopify App Store.

Steps:

Desktop

1. From the Shopify App Store, search for the app you need help with.
2. Click the name of the app to open the app listing.
3. In the Built by section, review the app developer's available listed Support options and contact them from whichever method you prefer.
4. Optional: Click Send a message to open a dialog. Enter the details of your issue, and then click Submit.

iPhone

1. From the Shopify App Store, search for the app you need help with.
2. Tap the name of the app to open the app listing.
3. In the Built by section, review the app developer's available listed Support options and contact them from whichever method you prefer.
4. Optional: Tap Send a message to open a dialog. Enter the details of your issue, and then tap Submit.

Android

1. From the Shopify App Store, search for the app you need help with.
2. Tap the name of the app to open the app listing.
3. In the Built by section, review the app developer's available listed Support options and contact them from whichever method you prefer.
4. Optional: Tap Send a message to open a dialog. Enter the details of your issue, and then tap Submit.

Apps installed from a developer's website

If you need help with an app that you downloaded directly from a developer's website, then you can find the developer's contact information on the website where you installed the app. Shopify doesn't provide support for apps that you downloaded directly from a developer's website.

Apps with unsupported APIs

If an app on your store stops working because of changes to Shopify's APIs, then you'll receive a notification in your Shopify admin. To manage an unsupported app, contact the app's developers directly, or find a new app in the Shopify App Store to replace the unsupported app.

Sharing function logs

Some developers use Shopify Functions to build and customize apps.

Apps that use Shopify Functions have a Share function logs section in the app settings in the Store settings of your Shopify admin. If you need help with an app on your store that uses Shopify Functions, then you can share logs to help the app developer troubleshoot.

Shared function logs contain the app's Functions activity from the last 24 hour period. Depending on the app's functionality and access, the logs might contain sensitive personally identifying information. For example, function logs can include the following personally identifying information:

• customer names
• customer phone numbers
• delivery addresses

Only share logs with developers you trust.

Steps:

1. From your Shopify admin, go to Settings > Apps and sales channels.

2. Tap the name of the app that you need help with.

3. In the Share function logs section, click Share logs.

4. In the modal window, click Share logs to submit the logs. The app’s activity from the last 24 hours will be shared directly with the app developer.