Support
Email [email protected] or use the form below — it lands in the developer's inbox and we usually reply by e-mail. There is also a contact form inside the app, under Plan & support. A prior price that looks wrong is the most useful message you can send: name the product and the dates.
Common questions
- The Lowest price label does not show: the block must be on the product template (theme editor → Add block → Lowest price (EU)), the variant must be discounted (compare-at above the price), and the app must have seen the 30 days before the reduction. A young install has not: in Prices choose “Say Lowest price since” and the label appears with the date the history started. Prices tells you the state of every discounted variant.
- The prior price looks wrong: it is the lowest price the app observed in the 30 days before the reduction began. Open Prices: the row shows the reduction date and the days of history. Discounts without a compare-at price are not seen unless “Any price drop” is chosen.
- The withdrawal button is missing: it is an app embed, off until you switch it on in App embeds and Save; the Withdrawal button block can also be added to the product page. On Pro with “EU shoppers only” it hides outside the EU.
- The request page shows a 404: the page lives at
/apps/eu/withdrawon your store (the app proxy set at install). If you changed the proxy path in Shopify, set the same path in Withdrawals → settings. - The customer did not get the acknowledgement: it goes to the e-mail they typed, after “Confirm withdrawal”; look in Withdrawals for the row and press “Send again”. A store sending more than 200 acknowledgements a day gets the rest the next morning.
- The order says “not found”: the number did not match an order of the last 60 days, or was mistyped. The request is valid anyway; reach the customer at the e-mail they left (Show e-mail).
- The Product safety block is empty: enter a manufacturer in Safety info and make it the default (★), or assign one to the product; the block prints within a few minutes. A manufacturer outside the EU needs its responsible person.
- A recipient shows Disconnected: Telegram: add the bot back or make a new link; Discord: the webhook was deleted, create a new one; Slack: press Reconnect; e-mail: the address bounced, add it again. Press Refresh in Recipients.
- Upgrade or cancel: Manage plan in the app opens Shopify's plan page; billing is on your Shopify invoice. Moving down keeps the blocks on and pauses the Pro things.