We're here to help
Email help@cartshieldai.com. Expected response within one to two business days; Pro plan customers receive priority handling.
When you contact us, please include your store URL and a one-line description of what
you're seeing. If the issue is on the storefront, the browser-console output from
?cartshield_debug=1 appended to a product page URL speeds up triage significantly.
Quick troubleshooting
Widget not showing on the storefront
Confirm the App Embed is enabled in Online Store → Themes → Customize → App embeds → CartShield Widget. Set the App URL field to https://cartshield-ai.onrender.com (no trailing slash). In the embedded admin → Widget Settings, confirm widgetEnabled is on and the relevant trigger (after add-to-cart / product page / cart page) is enabled for desktop or mobile as appropriate. Then test in a fresh incognito window — the previous browser may have cached suppression.
Emails not sending
Check the Recovery Emails queue. If status is Failed, the error column shows the provider response. Most common cause: EMAIL_FROM is not on a domain verified in Resend or Postmark. Verify the domain (SPF + DKIM + DMARC) in your provider dashboard, then trigger a fresh send from Admin → Diagnostics.
Sender domain not verified
In Resend → Domains → your domain, you'll see DNS records to add (SPF, DKIM, DMARC). Add them in your DNS provider (Cloudflare etc.) and wait up to an hour for verification. Until verified, recovery sends will fail with a 422.
Recovery status not changing to RECOVERED
Automatic order matching requires Shopify Protected Customer Data approval. Until that is approved, run Admin → Diagnostics → Simulate order recovery for latest captured cart to mark a cart as RECOVERED for testing.