Plans, Billing & Account
How to submit a support ticket
What to include in a support ticket to halve resolution time.
This article is a draft and may be incomplete or change before publishing.
Including the right information up front halves resolution time. Always include:
Required info
- Store URL — Your
.myshopify.comdomain or live domain. - The action you took — What did you do that triggered the issue?
- The expected result — What should have happened?
- The actual result — What actually happened?
- Browser / device — Chrome on Mac? Safari on iPhone? Edge on Windows?
Helpful additions
- Console screenshot if there's a JavaScript error (F12 → Console → screenshot).
- Order ID if it's a post-purchase / OTO issue.
- Specific funnel / FBT offer name if the issue is feature-specific.
- Steps to reproduce with enough detail that support can replicate.
How to reach support
Live chat (the bubble in the bottom-right of the app) or email contact@oxify.app. Live chat is faster for simple questions; email is better for issues with attachments.