Support
Get help with installation, billing, storefront personalization, order snapshots, production CSV v2, Shopify fulfillment write-back, or privacy requests.
Merchant support
Email [email protected]. We aim to respond within 2 business days with the next step or a request for missing information.
Issue routing
Start with the earliest step that failed. That keeps support focused on the right layer: Shopify install, billing, Theme App Extension mount, storefront App Proxy calls, order webhook, or privacy webhook handling.
Billing
Use this path for the 7-day trial, subscription approval, usage charges, plan status, or billing access questions.
Setup
Use this path when the Pixozy Customizer app block is missing, unbound, or not visible on desktop and mobile storefront pages.
Order evidence
Send this when a test order reaches Shopify but the preview, cart properties, or production snapshot looks incomplete.
Privacy requests
Use this for customers/data_request, customers/redact, shop/redact, or merchant export questions.
Shipping data
Use this path when recipient name for the shipping label, shipping address for direct fulfillment, phone for a delivery exception, email for a carrier notification, or merchant-confirmed Shopify fulfillment is missing or incorrect. The merchant manually downloads the CSV and delivers it to the chosen factory; Pixozy does not automatically send it to a factory. Protected fields are deleted after 90 days for terminal orders or no more than 365 days for non-terminal orders.
Support evidence packet
A complete packet lets us compare Shopify product binding, storefront customization state, R2 asset handoff, and order webhook capture without asking for account access first.
