Support

Getting help

Write to support@appal.io. A person answers, within one business day, Monday to Friday, Copenhagen time. There is no ticket portal to sign into and no chatbot in front of us.

What to include

• Your myshopify.com domain.
• Which app, and the name of the funnel, promotion, test or form.
• What you expected, and what happened instead.
• Whether it was mobile or desktop, and the page URL if it is storefront-facing.
• A screenshot, if you have one.

That is usually enough for us to reproduce it without a round trip. If it is urgent, say so in the subject line and it gets picked up first.

Before you write

Three things account for most of what reaches us, and all three are quick to check:

• Nothing appears on the storefront. The app embed has to be switched on in Theme editor, App embeds. Until it is, nothing is served to shoppers, by design.
• Post-purchase offers never show. Shopify requires you to select the app under Settings, Checkout, Post-purchase page. Accelerated checkouts such as Shop Pay and PayPal skip the post-purchase step entirely, which is Shopify's behaviour and not something an app can override.
• A test shows no data. Visitors are counted on the second page load after assignment, and orders arrive with Shopify's order webhook. Give it a few minutes.

Per-app guides

Each app's page explains how it works and where the edges are:

• Post Purchase & Upsell — one-click upsells between checkout and the thank you page.
• Discount & Free Gift — free gifts, bogo and tiered discounts that run on shopify functions.
• A/B Testing & CRO — split-test real shopify templates, with no flicker and no guessing.
• Contact Form Builder — custom contact forms with logic, uploads and real notifications.

Billing questions

Subscriptions are handled by Shopify, so changes and cancellations happen from your Shopify admin, and charges appear on your Shopify invoice. Uninstalling an app cancels its subscription. If something looks wrong on an invoice, email us with the store domain and the date and we will look.

Reporting a security issue

Use the same address with SECURITY at the start of the subject line. Details are on the security page.