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Support
One person answers, and it's the person who wrote the code. Here's how to reach them, and what to include so your first email is also the last one you need to send.
Who answers
There's no ticket queue, no first line and no canned reply. You email, and the person who built the app reads it and answers. If it turns out to be a bug, it gets fixed rather than logged.
The practical detail worth knowing: that person is one person, in Spain, on Central European Time. Support runs on working days, not around the clock. If you need contractual response times, raise it before you install rather than on the day something breaks.
What to put in the email
Most support threads run to four messages because the first one was three lines. These five things usually turn it into one:
- Your shop's myshopify.com address. Not the custom domain — the
.myshopify.comone. It's what identifies your install. - The product you're looking at, as a link. Almost everything is easier to see on a real product than to describe.
- What you expected and what happened instead. In that order, in one sentence each.
- Phone or desktop, and which browser. The augmented reality behaves differently on iOS and Android, and that's usually the first fork in the diagnosis.
- A screenshot or a screen recording. A ten-second video settles questions that ten messages don't.
Say so in the subject line, and say what's at stake — a launch, a campaign going out, a customer waiting. It changes the order things get looked at in, and there's nobody in between to explain it to.
You don't have to set it up yourself
The most common reason people write in is the initial configuration: frames, sizes, which blocks go where. You can skip that entirely.
Give me collaborator access to your shop and I'll do it, at no charge. The frames get configured with your real millimetres, the blocks get switched on in your theme, and the look gets matched to your brand. You review it and decide whether to publish. It isn't a paid onboarding package — it's just faster than you guessing and then writing in.
Things you can settle without writing in
A good share of questions are already answered in the guides, usually in more detail than an email would give:
- How to structure your variants — the single most common blocker, because it decides whether the AR can work at all.
- Frame and print sizes, and the mat formula — if a size is showing as made-to-measure, this is usually why.
- What the AR needs from your catalogue — what has to be in place before it's worth switching on.
- All twenty-one guides, for selling art online generally.
What support covers, and what it doesn't
The app, and getting it working in your shop
Configuration, frames and sizes, theme blocks, the AR, billing questions, and bugs. Plus an honest answer on whether a catalogue is a good fit before you commit to anything.
Your shop in general
Theme development, Shopify problems unrelated to the app, or your print supplier. If something turns out to be one of those, you'll be told plainly rather than kept in a thread.
Write, with your shop's name in it
Include the five things above and it usually gets solved in one reply. If it's a fit question rather than a problem, say so and you'll get a straight answer about whether the app suits your catalogue.
ian@inroomwallart.com →