Extension and app support covers help with Magento extensions, Shopify apps, support plans and new development work. This page explains what to send us and how fast each plan gets a first response.
Extension and app support for Magento extensions
If an extension behaves unexpectedly, send us your order number, your Magento version and edition, and a description of what happens and since when. You can find new versions of your extensions in your account under My Downloadable Products.
Questions about Shopify apps
For questions about a Shopify app, write to us with the name of the app and your store's myshopify.com address. Including both helps us look at the right app for your store.
Support plans and account management
Your plan includes the response time and support hours listed on its plan card. Manage your plan, payment method and invoices under My Account, then My Subscriptions.
First response times by plan
- Extension license: within 24 business hours
- Magento Support Starter: within 24 business hours
- Magento Support Pro: priority tickets within 8 business hours
- Shopify Store Care: within 24 business hours
- Adobe Commerce Cloud Ops: incidents within 2 hours, 24/7 for critical incidents
- Enterprise: 24/7 incident response with a 2-hour SLA
Business hours are Monday to Friday.
New work and urgent fixes
For a project or an urgent fix, describe your store and what you need. An engineer replies within one business day with a plan and a price.
Start by writing to us about an extension or app problem, or describe your project to get a plan and a price. Tell us what happens and since when, and we take it from there.