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Contact support: who to write to and what to include
Nexus shows two email addresses. Write to support when something is broken or unclear. Write to sales when you need higher limits.
Choose an address
| Address | Use it when | Where Nexus shows it |
|---|---|---|
| support@omniconvert.com | Setup fails, you cannot confirm a payment, or you use Nexus outside Shopify Admin and want to cancel your subscription. | The Contact support link on a setup error. A link in the notice that shows while setup is paused. |
| sales@omniconvert.com | You need higher limits. | The Need more? Contact sales link under the limits table on Settings > Billing. |
Both links open your email app. The sales link fills in the subject "Need higher limits for Nexus".
When the support link appears
- During setup. If setup fails, the banner offers Retry. After the retries run out, the banner shows Contact support instead. If you are viewing sample data while setup is paused, the notice has a "contact our support team" link.
- On Billing. A payment you approved on Shopify can fail to confirm. The message says to try again, and to contact support if it keeps failing. The message shows no address, so write to support@omniconvert.com.
- To cancel. Inside Shopify Admin, use Cancel Plan on Settings > Billing. Outside Shopify Admin, the page tells you to contact support. If your Nexus account team manages your subscription, the page tells you to contact that team instead. Cancel Plan is disabled in Demo Mode.
What to include
A complete first message saves a round of questions. Include these items:
- Your store domain. This is the .myshopify.com address.
- The page. Give the path, such as Insights > Products > Product List.
- What you expected. One sentence.
- What happened. Add the exact words of any message you saw.
- A screenshot. Show the whole page, so we see the filters and the date range.
- The Details line, if the screen shows one.
Find the Details line
If Nexus cannot load your account, it shows a banner titled We couldn't connect to Nexus. Below the buttons, a line starts with Details:. Copy that line into your message.
Before you write, click Try again, then Reload. If the problem stays, close Nexus and reopen it from your Shopify admin.
A setup error has its own See details link. It opens an Import error details window. Copy its text into your message.
TIP
Do not send passwords or access tokens by email. We do not need them.