Support

Get in touch

Email support@ecomlabs.dev. Include your store domain and, if the question is about a specific rule, its name. Pro plans receive priority handling.

Before you write

Two screens answer most questions. The Dashboard shows whether checkout is currently protected, when your configuration last reached Shopify, and any rule conflicts. The Simulator runs a test cart through the same engine that runs at checkout and shows which rules pass, fail or are skipped, along with the exact message a shopper would see.

A rule is not blocking anything

Check that the rule is enabled, that your configuration has been published (the Dashboard shows the last sync), and that your subscription is active. CartGuard stops enforcing rules when there is no active subscription — by design, so a billing issue never costs you a sale.

Something is blocking that should not be

Open the Simulator, rebuild the cart in question, and look at which rule reports FAIL. You can disable a rule from the Rules screen at any time; the change reaches Shopify immediately.

Reporting a problem

If checkout behaviour does not match the simulator, tell us the store domain, the rule name and the cart contents. That combination is enough to reproduce it.