Merchants
Support and pre install questions
Anything about TreStack Timer, before or after you install. Whether it will work on your theme, why a countdown reads the wrong time, a billing question, a bug. Ask before you install if that is easier.
Contact
One inbox, read by the team that builds.
A form, three addresses, and a live chat inside the app admin, all read by the same small team and sorted on our side. Pick the one that matches your reason for writing so it reaches the right person first rather than second.
Route it yourself, and we will not have to.
Every route below reaches the same small team. The split exists so a security report is never sitting behind a question about a plan.
Installed merchants
Live chat in the app admin
Once TreStack Timer is installed, the chat inside the app admin reaches the same people as the support inbox. It is never on your storefront. The chat runs on Chaport and shares your shop name, myshopify domain, and plan, so you do not have to type them.
Inside the app admin
Security
Reports answered before anything else
Send steps to reproduce and what you were able to reach. Nothing else in the inbox comes ahead of this, and we will tell you what we found and when the fix ships, whether or not the report turns out to be exploitable.
Press
Questions, quotes, and screenshots
We can talk about how theme app extensions work, what they cost a storefront, and what we do not know. We do not have install numbers to give you, because we do not publish them.
Or write to us from here.
The form sends one email to the same inbox as the addresses above. Nothing you type is stored on a server, and the reply comes from [email protected].
For screenshots or attachments, email [email protected] instead. The form takes text only.
Put these in the message and we can start on the first reply.
Whether you use the form or your own mail, a message with the store URL in it gets a real answer first time instead of a question back.
Check the docs first- Always
- Store URLTheme name and versionWhich timerWhat you expected to happen
- Display problem
- Link to the pageScreenshotBrowser and deviceWhether it happens in theme preview too
- Billing
- Store URLCharge datePlan nameWhether the trial had ended
- Security report
- Steps to reproduceAffected endpoint or blockYour disclosure timeline
Two things worth knowing before you write
Both are choices, and both are explained.
The form
It sends an email, and that is all it does
The form hands your message to a small function on Cloudflare, which checks it is not spam and emails it to our inbox. There is no database behind it, so what you type is kept only in that email.
- Cloudflare Turnstile runs the spam check in your browser
- Replies come from [email protected], to the address you give
- Text only: attachments and screenshots need email
No phone number
One timezone, written answers
We work from Vietnam, so a call almost always means one side is awake at the wrong hour. Written support also leaves a record: the theme name, the block settings, and the page you were looking at stay in the thread for the next person who reads it.
- Answers in English
- The same team throughout, no ticket handoffs
- Live chat in the app admin if you would rather write there