Help
Getting a human
Support is [email protected] and reaches a person. Including the store URL, the run in question and what you expected instead of what happened turns a first reply into an answer rather than a request for more detail, because most questions about a report can only be answered against the specific run.
[email protected] reaches a person. This is a small operation, so a clear first message gets a real answer faster than a thread of clarifications.
What to include
- The storefront URL.
- The run you are asking about.
- What you expected to see, instead of what you saw.
The third is the one people leave out and the one that matters most, because most questions about a report can only be answered against the specific attempt.
What we can help with
- Explaining a finding, or why one was withheld. See why a finding was not surfaced.
- A scan that was blocked, which is usually bot protection. See allowlisting our agent.
- Billing, plans and cancellation.
- Anything in a report that looks wrong, which we want to know about.
What we will not do
We do not change your store. Findings are written to be forwarded to whoever maintains it, with the mechanism and the fix attached, and how to brief your developer turns a report into tickets.
Questions
What should I include?
The storefront URL, the run you are asking about, and what you expected to see instead of what you saw. Those three turn a first reply into an answer.
Can you fix my store for me?
No. The findings are written to be handed to whoever maintains your storefront, and each links to the mechanism and the change that removes it. Auto-remediation is deliberately not part of the product.
Something in the report looks wrong. Is that worth reporting?
Very much so. A finding that fired when it should not have, or did not fire when it should, is a defect on our side and we would rather hear about it than not.