Before you start
For an unresolved product, billing, privacy or security question.
- Support is available through Crisp, not through a separate card-payment form.
- English, French and Dutch are supported contact languages.
- Never share passwords, Shopify access tokens, API secrets or full payment credentials.
Steps to follow
- Use Chat with support in the help center or on the public support page.
- Include the Shopify store and affected workflow, such as Products or Collection SEO.
- Explain what you expected, what happened and the approximate time, including your time zone if relevant.
- Add a job or request ID when available. For billing, include the Shopify charge reference, not payment credentials.
- Send a screenshot only after hiding secrets and unrelated customer information.
For example
In Collection SEO, a draft shows Ready but will not open. Include the collection, exact message, time and job reference so support can find the operation.
What happens next
The chat opens. Your message is sent only when you submit it there; copying the optional message template does not send anything.
A useful tip. The in-app chat can provide more store context than a public visit. An authenticated administrator is required for store-scoped private credit offers.
Take care. Do not post vulnerabilities or sensitive details publicly. Use the private security contact action.
Common questions
Can I ask for a person?
Yes. Ask for a human handoff in the chat when the automated answer does not resolve the issue.
How quickly will support answer?
The published support target is within 2 business days, not an instant-response guarantee.
What if chat will not open?
Try once more or reopen Rankora from Shopify Admin. Keep the visible error and avoid sharing credentials to work around a connection problem.
If you are still stuck
- If chat is blocked by the browser or network, note the visible error and try the in-app support entry. Never disable account security or send a password to obtain help.