Getting help

Support lives inside the app. Open the chat launcher from any Hype Cart Drawer page, or go to the Support page in the sidebar for your ticket history, feature requests and the changelog. You can also book a free onboarding call.

The chat widget

A floating launcher sits on every page of Hype Cart Drawer inside your Shopify admin. Click it to start a conversation. You do not sign in and there is no separate password: the app identifies your store to the support system automatically.

Two things to know about that:

• Conversations attach to the store, not to an individual staff member. Anyone on your team who opens the chat sees the same store's conversations.
• Because the widget is embedded in the Shopify admin, there is no public web address for it. You reach support by opening the app.

The Support page

Click Support in the app's sidebar. The page has three sections:

1. Help desk — your tickets and their replies, and where you open a new one.
2. Feature requests — request something, and vote on what other merchants have asked for. Requests here are triaged by the team on a regular schedule, so this is the right place to put "I wish it could…", rather than a chat message that gets lost.
3. Changelog — what has shipped recently in Hype Cart Drawer.

If the Support link is missing from the sidebar and /app/support sends you back to the home page, in-app support is not enabled for this deployment. Use the chat launcher.

A free onboarding call

The home page carries a card headed Get a free onboarding session with our team with a Book a call button. The session walks you through your first setup and the parts of Hype Cart Drawer that are worth knowing early. It is free and it is not a sales call. You can dismiss the card and still book later by asking in chat.

What to include when you report a problem

Support answers fastest when the first message already contains:

• Your store's URL, and the URL of the exact page where the problem appears.
• The name of the campaign, offer or cart involved.
• What you expected to see and what you saw instead.
• A screenshot or a short screen recording. For storefront problems, a recording is worth several messages of description.
• Whether it happens on your published theme or a preview.

Why support may ask for collaborator access

For anything that needs looking at your theme or your Shopify settings, support will ask for collaborator access. It is Shopify's own mechanism, it is limited to the permissions you approve, and you can revoke it at any time.

1. In your Shopify admin, go to Settings → Users and permissions.
2. Under Collaborators, find the pending request from Astral.
3. Review the requested permissions.
4. Click to accept.

Two things trip this up regularly. Collaborator requests expire, so if you cannot find one, ask support to send it again. And some stores require a collaborator request code before a request can be sent at all — you will find it under Settings → Users and permissions, in the security section. Only the store owner, or a staff member with the right permission, can approve a request.

Support hours

The support team works weekday business hours in India (IST). Outside those hours, chat messages and tickets are answered on the next working day. Developers are not available on weekends, so an issue that needs a code change may wait until Monday.

Related

• Choose a plan
• Changes take a while to appear
• Session expired, or the app will not open