---
title: "Contact Support"
description: "How to reach the OrderRules support team and what information to include for the fastest resolution."
contentType: "docs"
locale: "en"
localized: true
source: "https://orderrules.com/docs/troubleshooting/contact-support"
slug: "troubleshooting/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:** 24 to 48 hours on weekdays.

For urgent issues (store completely blocked, orders failing unexpectedly), include **"URGENT"** in the subject line. Urgent issues are prioritized with a response within 4 to 8 hours.

## What to Include in Your Message

The more detail you provide upfront, the faster we can help. Please include:

1. **Your store URL** (for example, mystore.myshopify.com)
2. **A clear description** of what is not working
3. **Steps to reproduce** the issue (what you did, what happened, what you expected)
4. **Screenshots** of your OrderRules settings and the problem
5. **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 checkout validation 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 | 24–48 hours on weekdays | 4–8 hours |
| 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.

## Phone Support

Phone support is not currently available. Both Starter (Free) and Pro plan customers have access to email support with 24-48 hour response times.

## 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 respond to all bug reports within 48 hours and fix critical bugs within 24 to 48 hours.

## 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 or configure it on your behalf.

## Related

- [Rules Not Applying](/docs/troubleshooting/rules-not-applying)
- [Counter Not Resetting](/docs/troubleshooting/counter-not-resetting)
- [Installing OrderRules](/docs/getting-started/installing-orderrules)