Support

We answer email. That is the whole system.

What to include

None of this is mandatory, but each one saves a round trip:

• Your store's .myshopify.com domain.
• Which flow or campaign was involved.
• Roughly when it happened, with a timezone.
• What you expected, and what happened instead.

Please do not send customer email addresses unless we specifically ask. We can almost always find the delivery from the order number, and that keeps your customers' data out of an inbox that does not need it.

If email is not arriving

Two things are worth checking before you write in, because they account for most reports:

• Is the sending domain verified? SendWide refuses to send from a domain that has not passed verification. The settings page shows each DNS record's live status.
• Is the recipient suppressed? Someone who unsubscribed, hard-bounced or marked a previous message as spam is permanently suppressed. That is deliberate and we will not override it — but we can tell you which of the three it was.

Reporting a security issue

Email security@sendwide.app. Please give us a reasonable window to fix it before publishing. We will credit you if you would like us to.

Status and incidents

If something is broken at our end and affecting sending, installed merchants are emailed directly rather than being left to discover it on a status page nobody has bookmarked.