Help
Support
Getting in touch
Email [email protected]. We reply within [response window, e.g. 1 business day], in English or Turkish.
For privacy and data requests, use [email protected]. For anything security-related, use [email protected] and read the disclosure guidance first.
What to include
Four things turn a slow exchange into one reply:
- your myshopify.com domain — the permanent one, not your custom domain;
- what you expected to happen, and what happened instead;
- a screenshot, including any error message in full;
- whether the problem is in the builder or in the app on a phone, and if the latter, the platform and app version.
Please never send us a password or an access token. We will never ask for one.
Common problems
"That does not look like a myshopify.com domain"
The install form needs your store's permanent Shopify domain, not the custom domain
customers see. Find it in your Shopify admin under
Settings → Domains; it ends in .myshopify.com.
The install link expired
An install attempt is valid for an hour and can only be used once, which is what stops someone else completing an install in your name. If you left it part-finished, start again from the install form.
A section shows nothing in the app
Usually the product or collection behind it is unpublished, out of stock, or no longer exists. Reopen the section in the builder and pick it again with Browse rather than typing a handle — a handle that no longer matches renders as an empty section rather than an error.
A change is not showing on a phone
Check that you pressed Publish rather than only saving the draft. The app paints from its cached copy first and picks up a new version on the next open, so close it fully and reopen it.
Notifications are not arriving
Notifications only reach devices whose owners granted permission when asked, so a new app will have few registered devices at first. The dashboard reports what the push service accepted from us, which is not the same as delivered — the operating system makes the final decision, and we would rather show you the number we can actually stand behind.
The builder will not load in the Shopify admin
Reload the admin page first: the session that authenticates the builder is short-lived by design. If it persists, tell us your shop domain and whether any browser extension blocks third-party frames.
Uninstalling
Remove Vitrine from Settings → Apps and sales channels in your Shopify admin. Both access tokens are revoked the moment Shopify tells us, and your app stops being served.
Your themes and version history are kept for a while afterwards, so that reinstalling restores the app your customers already have instead of a blank one. The timings are on the Privacy Policy.
Deleting your data
Email [email protected] from the address on your store and ask. We will delete your store record, themes, version history, registered devices and notification history, and confirm when it is done. You can also ask for a copy of your theme documents first.
Security reports
Send them to [email protected]. The Security page sets out what we protect, what we have not finished, and the limits we ask researchers to work within.