Email support@theloman.group.
Most replies go out within one business day. Weekends and holidays are the exception — a message sent late on a Friday may not be answered until the following week.
Merchants on the Premium plan get a 24-hour response, weekends included.
What to include
Support for these apps is a small team, and the difference between a one-reply fix and a four-message thread is almost entirely what is in the first email. Please include:
- Your store’s
.myshopify.comdomain. Not your custom domain — we look shops up by the Shopify one. - Which app, if you use more than one of ours.
- What you expected, and what happened instead.
- A screenshot, if there is anything to see.
- What you have already tried. It stops us suggesting it back to you.
Before you write
Two problems account for most of the mail we get, and both have a fast answer:
- The page isn’t showing — six checks in order. Usually the theme editor’s Save button, or Shopify’s own password protection.
- Changes aren’t appearing — check you published the template you edited, then try a private window.
The FAQ covers the rest of the common ground.
Priority support
The Premium plan includes priority support: your request is answered ahead of the general queue, within 24 hours, weekends included.
Open Coming Soon in your Shopify admin and use the Priority support card on the Home tab. It only appears for plans that include it, and going through it is what marks the request as priority.
Feature requests and bugs
Both welcome, at the same address. If you are reporting something broken, the more specific the better: the URL, the browser, and what you clicked.
If you are asking for a feature, tell us what you are trying to achieve rather than the feature you have in mind — often there is a way to do it today, and when there is not, knowing the underlying goal is what makes a good feature rather than a literal one.
Not a support question?
Loman Group builds and runs a small portfolio of software businesses. theloman.group has the rest.