Support
Need help with Promo Firewall? We’re here to help you understand your scan results and fix discount stacking risks.
What we can help with
Scan results and interpretation
- Understanding how scans work and what each finding means
- Why a finding is marked Critical / Warning / Info
- Why a result changed between scans
- Reading witness carts and understanding effective discount percentages
Shopify-related troubleshooting
- App installation, permissions, and access issues
- Scan does not start or appears stuck
- Re-scan after changing discounts, products, or combinability settings
Billing & account (Pro)
- Plan tier, cancellation, and subscription status
- Billing and invoice questions
To help us solve your issue quickly, please include:
- Your Shopify store domain (for example:
your-store.myshopify.com) - What you expected to happen
- What happened instead
- Screenshot(s) if possible
- Time of the scan (approximate is fine)
- Finding title or discount names shown in the report (if available)
This usually saves one or two back-and-forth emails.
Response times and support process
Important note about fixes
Promo Firewall helps you find dangerous discount stacks and shows you exactly how customers can exploit them.
We do not modify your discounts automatically. The app uses read-only access for scans. You decide which discounts to adjust in Shopify.
Contact support
Status / outages
For known incidents (for example, delayed scans due to Shopify API issues), we’ll post updates on this page and in the Shopify app where possible.
Email support@promofirewall.com with subject URGENT: active exploit, include your store domain, and share a screenshot of the finding if possible.