How do I contact support?

Updated November 2, 2026 · SMART Preorder & Back in stock (E-TRADE PARTNER)

Chat with us in the app, or email support@etradepartner.io. Support is the same for every store. Include your store's myshopify.com address and a link or screenshot of what you see.

Chat in the app

• At the bottom of every page in the app: Questions or stuck on a setup? Chat with our team. The chat opens with a first message you can add to.
• Campaign editors, payment customization editors and the Back in stock design and email pages have a help card that opens the chat about that page.
• After you activate a campaign, back in stock or a payment customization, the app asks whether it works. If it doesn't, your answer opens the chat.
• If the chat can't load, the same link opens Send us a message: your email and a message of at least 30 characters. You can send one message an hour this way.

Email

Write to support@etradepartner.io from any address. Emails the app sends you as the store owner, like the theme embed notice or the daily limit notice, list this address too.

What to include

• Your store's myshopify.com address.
• Which part of the app: pre-orders, back in stock or payment customizations.
• A link to the product page, campaign or payment customization, and the order number (like #1001) or the shopper's email for a signup.
• What you expected and what happened instead, with a screenshot or screen recording if you can.
• For anything on your storefront: your theme's name, and whether the app embed shows Active on Home.
• For a payment rule: the payment method's name exactly as checkout shows it, and the cart and address you tested with.

Things we can do for you

• Fix where the Pre-order or Notify me button sits on a customized theme, without a theme edit.
• Raise your daily back in stock email limit (Contact us to raise it on the limit banner).
• Look at a back in stock sending pause with you and lift it.
• Help you set up a campaign, back in stock or a payment rule.

Check these first

• Turn on the app embed: the most common reason a button doesn't show.
• Set up Notify me: which variants show the button.
• Back in stock emails: why a restock didn't send.
• How balance charges work: when deposits are charged and retried.
• Hide payment methods: how payment rules match at checkout.