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.

Apps installed from the Shopify App Store

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

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

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. Enter the details of your issue.
4. Click Send message.

Note

If there isn't a Get support link, then the app might be unlisted and not offer any support.

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.

Contact the app developer through the App Store

You can also contact the app developer from the Support section of the app's listing page on the Shopify App Store.

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

Some of the apps that you use on your store might stop working because of changes to Shopify's APIs. When an app in your store uses an unsupported API, a notification is shown in your Shopify admin. You can manage an unsupported app by contacting the app's developers or by finding a new app in the Shopify App Store to replace it. Learn more about unsupported apps.