Helpdesk & Support
We run live chat (Crisp) inside the app, plus email for anything bigger.
Live chat
The Helpdesk card on your dashboard has a Chat with us button. Clicking it opens Crisp inside the app. You stay in your Shopify admin, no new tab.
- Hours: Monday-Friday 9am-6pm UTC+7.
- Response: usually within an hour during hours, longer outside.
- Escalation: if your chat is unanswered after 30 minutes, switch to email — chat may be down.
Email [email protected] for:
- Anything that needs screenshots or files.
- Bug reports outside live chat hours.
- Account / billing questions.
What to include in a support request
Bug reports are easier to fix when you include:
- Store domain —
*.myshopify.comis fine. - Order number that reproduced the bug, if relevant.
- What you did — clicked X, expected Y, got Z.
- Screenshot or short Loom — saves a lot of back-and-forth.
- Browser + device — "Chrome on Mac" is enough.
For storefront bugs (the customer side), also include:
- Theme name and version.
- The Order Status Page URL of the affected order (we can replay).
- Any console errors from the browser dev tools.
Status page
We are working on a public status page — for now, if the app dashboard does not load, check @AvadaIO on X (opens in a new tab) for incident posts.