Support
How to get help
Help with our extensions, apps and support plans. Tell us what happens and since when, and we take it from there.
Extensions
Problems with an extension
Send us your order number, your Magento version and edition, and what happens. New versions are in your account under My Downloadable Products.
Support plans
Plan customers
Your plan includes the response time and hours listed on it. Manage your plan, payment method and invoices under My Account › My Subscriptions.
Shopify apps
Questions about an app
Write to us with the name of the app and your store’s myshopify.com address.
New work
A project or an urgent fix
Describe your store and what you need, and an engineer replies within one business day with a plan and a price.
First response times
| Plan or product | First response |
|---|---|
| Extension license | Within 24 business hours |
| Magento Support Starter | Within 24 business hours |
| Magento Support Pro | Priority tickets within 8 business hours |
| Shopify Store Care | Within 24 business hours |
| Adobe Commerce Cloud Ops | Incidents within 2 hours, 24/7 for critical incidents |
| Enterprise | 24/7 incident response with a 2-hour SLA |
Business hours are Monday to Friday. The response time of your plan is listed on its plan card.