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Getting help with apps

Shopify only provides support for apps made by Shopify. If you need help with an app or sales channel that was built by a third-party developer, then you need to contact the developer directly. Third-party app developers provide support for issues such as:

  • App errors
  • How to use app features
  • Adding app code to your theme
  • Dispute an app charge or request a refund

Learn more about troubleshooting app charge disputes and refunds.

Most apps for your Shopify store are built by third-party developers, not by Shopify.

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Access app support from your Shopify admin

For apps that were installed from the Shopify App Store, you can access support for your installed apps from Settings > Apps in your Shopify admin. If the app was made by Shopify, then you're redirected to the Shopify Help Center. If the app was developed by a third-party developer, then you're prompted to enter the details of your issue, which is then sent to the developer.

Send a message to app developers from the Shopify admin

The message is sent directly to the app developer. Shopify contacts you after 3 days to ensure the app developer has helped to resolve your issue. If they haven't, then Shopify contacts them again on your behalf.

Steps:

Desktop

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

  2. For the app that you need help with, click Menu > Get support.

  3. Enter the details of your issue, and then send the form to the app developer.

Mobile

  1. From the Shopify app, tap Menu, and then tap Settings Settings.

  2. In the Store settings section, tap Apps.

  3. For the app that you need help with, tap Menu > Get support.

  4. Enter the details of your issue, and then send the form to the app developer.

Send a message to app developers from the Shopify App Store

For apps that were installed 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 link to a support portal, or might have their own support documentation which can be found in their app listing on the Shopify App Store.

This is also a method of getting in contact with an app developer when your Shopify admin isn't available, such as after you've closed your store, or it's become frozen.

You need to be logged in to your Shopify store on the Shopify App Store for the Get support button to be displayed. If the app is made by Shopify, then the Get support button directs you to the Help Center page for the app, and you can access Shopify Support. Learn more about how to contact Shopify Support.

Steps:

  1. From the Shopify App Store, search for the app that you need help with.
  2. Click the name of the app to open the app listing.
  3. In the Support section, click Get support to open a dialog. This button is only displayed when you have the app installed in your Shopify admin.
  4. In the Or send a message field, enter the details of your issue.
  5. Click Submit.

Share Function logs

Some apps use Functions to customize how your store handles business logic. If a Function encounters an error, then you can share the app's Function logs with the developer to help them troubleshoot the issue. Function logs contain the app's Function activity from the last 24-hour period.

Learn how to share Function logs and troubleshoot Function errors.

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.

Troubleshooting app support requests

If the Get support option isn't displayed in Settings > Apps, then the app might be unlisted or the developer might not offer support in your default language. In this case, search for the app on the Shopify App Store to find the developer's contact information on the app listing page.

Shopify contacts you after 3 days to ensure the app developer has helped resolve your issue. If the developer hasn't responded after 3 days, then Shopify contacts them again on your behalf. If you still don't receive a resolution, then contact Shopify Support and include the date you sent your original message to the developer.

If the app has been removed from the Shopify App Store, then the developer's contact information might still be displayed on the app listing page. Search for the app by name on the Shopify App Store. If you can no longer find the app listing, then contact Shopify Support for assistance.

If you've attempted to contact the app developer and haven't received a refund decision, then contact Shopify Support. Include documentation of your communication with the developer, the charge amount, and the invoice number. Learn more about troubleshooting app charge disputes and refunds.

Before you contact the app developer

Before reaching out to an app developer for support, gather the following information to help resolve your issue faster:

  • The name and version of the app
  • A description of the issue, including what you expected to happen and what actually happened
  • Steps to reproduce the issue
  • Screenshots or screen recordings of the error
  • The date the issue started and whether anything changed in your store around that time
  • Your store's theme name and any recently installed apps that might conflict

Having this information ready helps app developers assist you more efficiently.