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Support

Pixozy merchant support

For the external beta, send one focused request with the store, product, and order evidence needed to reproduce setup, storefront, privacy, or production snapshot issues.

External beta support

One support path for install, storefront, order, and privacy issues

Email [email protected]. We aim to respond within 48 business hours with the next diagnostic step or a request for missing evidence.

Email support

Issue routing

Route the request by the first broken step

Start with the earliest step that failed. That keeps beta support focused on the right layer: Shopify install, Theme App Extension mount, storefront App Proxy calls, order webhook, or privacy webhook handling.

External beta

External beta access

Apply for access when your Shopify store is ready to test artwork templates, product binding, and storefront customization.

  • Shopify store domain
  • Product category and monthly customized order volume
  • Current POD customization workflow

Setup

Setup and Theme App Extension

Use this path when the Pixozy Customizer app block is missing, unbound, or not visible on desktop and mobile storefront pages.

  • Theme App Extension status
  • Product URL and selected variant
  • Desktop and mobile screenshots

Order evidence

Order snapshot investigation

Send this when a test order reaches Shopify but the preview, cart properties, or production snapshot looks incomplete.

  • test order number
  • Customization session ID
  • Cart line item properties

Privacy requests

Privacy and data requests

Use this for customers/data_request, customers/redact, shop/redact, or merchant export questions.

  • privacy webhook topic
  • Shopify webhook delivery time
  • Affected order IDs

Support evidence packet

Include this before we investigate

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.

  1. Shopify store domain
  2. Product URL, product ID, and variant when relevant
  3. test order number or Shopify order ID
  4. Customization session ID from the cart or order record
  5. Screenshots of the storefront, cart, checkout, or Pixozy admin view
  6. Browser console errors and network status for failed storefront requests
  7. privacy webhook topic for customers/data_request, customers/redact, or shop/redact