How to document a Shopify support request

Follow these steps to get your support request handled as quickly as possible.

Follow these guidelines to open a support ticket by emailing In the body of your email:

  1. Identify your Shopify URL (
  2. Indicate which one of our apps you are using.
  3. Provide details about the issue you're experiencing.  Include screenshots whenever possible. The Shipment Methods page is usually extremely helpful. (See illustration below.)
  4. Include your full name and telephone number.

If we don't have a Collaborator Account for your store, we may email a request to you. The request will be sent to the Store Owner'semail address and can also be viewed on the Settings > Account page when signed into Shopify as the Store Owner.  Approve the request if you receive one.  Afterwards we will have access to your store and will use it to resolve your reported issue.

Example of the Shipment Methods page, the second step of the Shopify checkout process. Provide an image of the whole page when performing Step 3 of these instructions.

Shopify Shipment Methods Page