Quick Help: Check our FAQ page first - most questions are answered there instantly! For urgent issues, email us directly.
📞 Response Times
Support Level by Plan
- Free Plan: 48-72 hours (business days)
- Basic Plan: 24-48 hours (priority support)
- Pro Plan: 12-24 hours (priority support)
- Premium Plan: 4-12 hours (priority support)
Bug Reports: Critical issues affecting store functionality are prioritized regardless of plan.
🔧 Before You Contact Us
Quick Troubleshooting Checklist
- ✅ Check our FAQ page for common solutions
- ✅ Verify the app is properly installed and configured
- ✅ Check your current plan limits in Usage & Billing
- ✅ Try the setup instructions deep links
- ✅ Test in a different browser or device
Information to Include in Your Email
To help us assist you faster, please include:
- Your Shopify store URL (e.g., yourstore.myshopify.com)
- Which app you're having trouble with
- Detailed description of the issue or question
- Screenshots or screen recordings if relevant
- Steps you've already tried to resolve the issue
- Browser and device you're using
🎯 Common Support Topics
Installation Help
- Theme compatibility and setup
- Deep link troubleshooting
- Manual installation assistance
- Settings configuration guidance
Billing & Account
- Plan upgrades and downgrades
- Usage limit questions
- Billing and payment issues
- Account management
Technical Issues
- Delivery dates not displaying
- Incorrect date calculations
- Mobile responsiveness problems
- Theme compatibility issues
Customization
- Custom styling and appearance
- Text and language customization
- Advanced configuration options
- Integration with other apps
🌍 Support Languages
We provide support in:
- English: Full support for all inquiries
- German (Deutsch): Native language support
- Other languages: We'll do our best to help using translation tools
📚 Self-Help Resources
Many questions can be answered instantly using our resources:
Documentation
- FAQ - Frequently Asked Questions
- Setup instructions (available in-app)
- Video tutorials (coming soon)
- Best practices guides (coming soon)
In-App Help
- Setup Instructions with step-by-step guidance
- Theme compatibility checker
- Deep link generator
- Live preview functionality
🚀 Feature Requests & Feedback
We love hearing from our users! Your feedback helps us improve:
How to Submit Ideas
- Email us at features@solvexapps.de
- Include detailed descriptions of your use case
- Explain how the feature would benefit your business
- Suggest implementation approaches if you have ideas
What We're Working On
- Additional display styles and customization options
- More language support
- Advanced analytics and reporting
- Integration with shipping apps
⚖️ Legal & Privacy Contacts
GDPR & Privacy Rights
For data protection requests:
- Email: privacy@solvexapps.de
- Subject line: "GDPR Request - [Your Request Type]"
- Include: Your shop URL and specific request details
Legal Matters
For terms of service, licensing, or legal questions, please contact our general support team:
- Email: support@solvexapps.de
💡 Pro Tip
Join our mailing list for updates, tips, and new feature announcements! Email us with "Subscribe to Updates" in the subject line.