Contact ShopEazy support

How to reach the ShopEazy team, and exactly what to put in your message (shop address, order number, the exact error and a screenshot) so we can fix your problem on the first reply.

Email support@shopeazy.co. There's no chat or help button inside the console, so email is the way to reach us. The more of the details below you include, the faster we can help, because we won't need to write back and ask.

Before you write

Many problems have a quick fix. It's worth a look first:

Where to reach us

Email support@shopeazy.co. This is best for anything that isn't working, because you can attach screenshots.
The contact form at shopeazy.co/contact. Fill in your name, email and message and click Send Message. It's fine for a short question, but messages are limited to 1,000 characters and you can't attach screenshots.
sales@shopeazy.co is for larger plans and partnerships, not for fixing problems.

What to include

Copy this list into your email and fill it in:

Your shop's address, for example yourshop.shopeazy.co, and your own domain if you use one. You'll find it under Settings → Channels, next to Online storefront.
Your business name, and the store name if you run more than one.
The email address you sign in with. If you can, send your message from that address.
The order number, if it's about an order. It looks like ORD-00042.
The exact error message. Copy and paste it rather than describing it. A message that's nearly right can point to a different problem.
A screenshot of the whole screen, showing the page and the error.
What you were doing, step by step, just before it went wrong.
When it happened: the date and roughly what time.
Your device and browser, for example "iPhone, Safari" or "Windows laptop, Chrome".

Some problems need a little more:

Payments: which provider you use (iKhokha, Yoco or Peach Payments), and whether it's every customer or just one.
Your domain: the domain, a screenshot of the Domains section in ShopEazy, and a screenshot of the DNS records at your registrar.
A customer's problem: what the customer saw, ideally their screenshot, and the order number if an order was created.

Never send us these

Email isn't a safe place for these, so leave them out even if you think they'd help:

Your ShopEazy password
Payment provider secret keys or API keys
Card numbers
ID numbers, or passwords for any other account

If a key might be the problem, say which provider it's for. You can always reconnect a provider with fresh keys yourself under Settings → Payments.

After you've written

Reply on the same email thread if you have more to add, so everything stays together. If the problem changes or gets worse, tell us what changed and send a new screenshot.