Something is broken
A block is not rendering, analytics look wrong, a discount code is not applying, or the app will not load in your admin.
Email supportPrivacy, data or a DPA
A shopper data request, a question about what Encore stores, a security report, or a signed Data Processing Addendum for your records.
Email privacyAnswer it yourself
Most questions are already covered. The docs walk through setup, every block's settings, A/B testing and how the numbers are calculated.
Read the docsFour lines that save a day
Almost every slow support thread is slow because the first message was missing one of these. Include them and the first reply is usually the answer.
Your store domain
The .myshopify.com one, not your custom domain. Everything in Encore is scoped to that domain, so without it we cannot look at anything.
An order number
For anything involving a block that did or did not render, an order number turns a guess into a lookup. Every event Encore stores carries an order ID, so this is the fastest key we have.
Which block and which surface
“The recommendations block on the thank-you page” tells us more than “the upsell”. Block type and surface narrow it to one record.
What you expected, and what happened
A screenshot of the actual page beats a description of it. If the problem is a number, tell us the date range you were looking at.
Things people write in about
Yes, the same inbox as everyone else. Paid plans do not buy a different queue. What they buy is a higher order cap — that is the whole difference between the tiers.
We can look at what Encore stores for your store domain — block configuration, events, survey answers. We do not have and will not ask for access to your Shopify admin. If a fix needs a change in your admin, we will tell you exactly which screen and which setting.
You are the controller of that data, so the request starts with you. Shopify has a built-in flow for it, and when Shopify sends us the redaction request Encore deletes every event and survey answer for the orders named. If you would rather ask us directly, email the privacy address with the order numbers. Details are in the Privacy Policy.
Email the privacy address and we will send the current version. There is no plan requirement — a merchant on Free can ask for one.
Tell us what you are trying to achieve rather than the feature you have in mind — often the useful version is something slightly different. We will say honestly whether it is on the roadmap, and we will not promise a date we cannot hold.
Please write to the privacy address before disclosing it publicly, and we will work with you on a fix. We would much rather hear it from you first.
Not installed yet?
Pre-sales questions are welcome at the same address — no account needed.