Support policy
What Popwell support covers and how to reach us.
We want every Popwell campaign to work on your store. Here is what you can expect from us.
How to get help
Use the support form. Include your store URL, the campaign name and, if you can, a screenshot. You’ll receive an automatic confirmation right away, and a reply from our team within two business days (Monday to Friday).
Pro merchants’ plan and billing questions are answered first.
What’s included
- Help with Popwell settings: campaigns, popups, bars, coupons, countdowns, targeting, scheduling and priority.
- Help turning on the theme app embed and getting campaigns to show on your storefront.
- Fixes for bugs in Popwell, delivered as app updates. You don’t need to reinstall.
- Questions about your plan and billing.
What isn’t included
- Changes to your theme code, or custom styling beyond Popwell’s settings.
- Setting up discounts, shipping rates or other Shopify settings for you. We’ll explain how they connect to Popwell.
- Problems caused by other apps or edited theme code. We’ll point you in the right direction when we can.
- Writing or designing campaign content.
For custom work, we recommend hiring a Shopify Partner.
Before you contact us
Many questions are answered in Troubleshooting and the FAQ. Checking the theme app embed and testing in a private window solves most “not showing” issues.