---
title: "How do I contact support?"
description: "Contact SMART Preorder support by chat in the app or by email at support@etradepartner.io, and what to include so we can sort out your issue faster."
url: "https://smart-preorder.com/help/general/get-support"
updated: "2026-11-02"
product: "SMART Preorder & Back in stock"
section: "Help center / General"
---


# How do I contact support?

Chat with us in the app, or email [support@etradepartner.io](mailto: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](mailto: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](https://smart-preorder.com/help/general/enable-the-app-embed): the most common reason a button doesn't show.
- [Set up Notify me](https://smart-preorder.com/help/back-in-stock/set-up-notify-me): which variants show the button.
- [Back in stock emails](https://smart-preorder.com/help/back-in-stock/restock-alert-emails): why a restock didn't send.
- [How balance charges work](https://smart-preorder.com/help/preorders/how-balance-charges-work): when deposits are charged and retried.
- [Hide payment methods](https://smart-preorder.com/help/payment-rules/hide-payment-methods): how payment rules match at checkout.

**Help is included for every store** Install SMART Preorder & Back in stock and reach us by chat in the app or by email whenever you get stuck. [Install SMART Preorder & Back in stock on the Shopify App Store](https://apps.shopify.com/smart-preorder-back-in-stock).