Support policy
Our team is here to help! Whether you’ve encountered a bug, need help customizing a section, or have questions about setting up personalization and analytics, we’re just a message away. We’re committed to helping you get the most out of the app—quickly, clearly, and with zero guesswork. Your success is our priority.
What we support
✓ Questions about Global Styles or how our sections work
✓ Assistance with setting up built-in section features
✓ Bug fixes related to unmodified use of our sections
✓ Verifying that analytics are correctly feeding into your Google Analytics account
What we don’t support
Ⓧ For anything related to Products, Collections, Shipping, Payments, etc., please reach out to Shopify Support, who are best equipped to assist.
Ⓧ Customizations to the design or code of your sections. For custom work, we recommend hiring a Fluorescent partner.
Ⓧ Issues caused by edited section code.
Ⓧ Support for integrations or third-party apps. Please contact the app developer directly for assistance.
Ⓧ Support via telephone or video chat.
Ⓧ Installation of updates or transferring customizations (we’re happy to walk you through it, though).
Tickets and Conduct Policy
⚠ Sending multiple tickets for the same issue will result in your ticket being moved to the bottom of the queue, which could result in a delayed response. Please send only one ticket and follow up with our team if you haven’t received a response within 2 business days.
⚠ Support is provided in English, however if a ticket is submitted in another language we will attempt to use a translation tool to respond.
⚠ Inappropriate or discriminatory language will result a termination of support services.