Support
Most problems have a specific cause, and the answers below cover the ones that come up most. If none of them fit, write to us — a real person reads every message.
On install, Ezzeefy pulls in your existing customers, orders and products. Large stores take a while, and a sync runs regularly to catch anything missed. Storefront analytics are different — they only start once a real shopper browses your store, and only when their cookie consent allows it, so a quiet store shows nothing on day one.
The Ezzeefy app embed has to be switched on in your theme editor before anything renders — installing the app alone isn't enough. Check Online Store → Themes → Customize → App embeds. If it's on and you're still not seeing a campaign, confirm the campaign is published and that it isn't pinned to a different theme than the one you're viewing.
That's usually correct behaviour rather than a bug. Anyone unsubscribed, bounced, or who replied STOP is excluded from every send and can't be overridden. SMS is stricter still: if there's no recorded consent for a number, it's skipped — holding a phone number isn't treated as permission to text it.
Sending needs a verified sender first. For email, that means completing domain verification; for SMS, it means finishing number registration, which involves a carrier review that takes time and isn't instant. Until those are done, sends are held rather than delivered. Settings → Sending identity shows the current state.
Shopify handles all billing, and shows you an approval screen with the plan and rates before anything is charged. Pricing is usage-based, each plan includes a monthly allowance that isn't charged, and your subscription carries a spending cap that usage can't exceed in a period. We never see your payment details.
Raise it through Shopify — Shopify notifies us and we remove that person's records automatically, including their storefront activity. Two things are deliberately kept: their entry on your suppression list, so they don't get contacted again by mistake, and their orders, which you have accounting obligations around. The privacy policy covers this in full.
Contact
The form opens right here — no email client, no ticket portal. Replies come from a person, to the email you leave.
The form takes about a minute: your email, what happened, and a screenshot if you have one. Attachments help — a picture of the problem usually beats a paragraph describing it.