Contact Support
Get Help from the OrderRules Team
If you have run through the troubleshooting guides and still need assistance, our support team is here to help.
Email Support
Email: support@orderrules.com
Response time: typically within one business day.
For urgent issues (store completely blocked, orders failing unexpectedly), include "URGENT" in the subject line. Urgent issues are handled first.
What to Include in Your Message
The more detail you provide upfront, the faster we can help. Please include:
- Your store URL (for example, mystore.myshopify.com)
- A clear description of what is not working
- Steps to reproduce the issue (what you did, what happened, what you expected)
- Screenshots of your OrderRules settings and the problem
- What you have already tried from the troubleshooting guides
Example Support Request
Subject: URGENT -- Orders not blocked when limit is reached
Store: mybakery.myshopify.com
Issue: Daily limit is set to 50, counter shows 50/50,
but customers can still complete checkout.
Steps:
1. Set daily limit to 50
2. Counter reached 50
3. Tried placing a test order -- it went through
Already tried:
- Verified OrderRules is enabled and the checkout rule is ON
- Cleared browser cache
- Tested in incognito window
Screenshots attached.
What to include, and how fast to expect a reply
| Standard | Urgent | |
|---|---|---|
| How to flag it | Normal subject line | Put URGENT in the subject |
| Response time | Typically within one business day | Handled first |
| Use for | Questions, setup help, feature queries | Store fully blocked, orders failing unexpectedly |
Include your store URL, what isn't working, steps to reproduce, screenshots of the relevant settings, and what you already tried. Every one of those saves a round trip.
Live Chat and Calls
The Need help? section on the OrderRules dashboard has two more ways to reach us:
- Live Chat Now opens a chat with the team (on desktop)
- Book a Call lets you schedule a call
Email support is available on every plan: Starter, Pro and Advanced.
Report a Bug
If you have found a bug in the app:
Email: support@orderrules.com
Include:
- Steps to reproduce the bug
- What you expected to happen versus what actually happened
- Screenshots or a screen recording
- Your browser and operating system
We read every bug report and prioritise anything that blocks checkout.
Setup Assistance
If you need help configuring OrderRules for your specific business, email support@orderrules.com with:
- Your store URL
- A description of your use case (what you are trying to accomplish)
- Any specific questions
We are happy to walk you through setup and suggest the right rules for your case.