Support
Email us and a person reads it. This page says what to include and what we can help with.
How to reach us
Email support@arcsubscriptions.com from the address you use with Arc. We read every message and answer as soon as we can. We do not promise a reply time.
What to include
A good first message lets us start without a second round of questions.
- Your store address, for example your-store.myshopify.com.
- What you expected to happen and what happened instead.
- The subscription, customer or order involved, by its reference in Shopify.
- When it happened, and the exact message if Arc showed one.
- A screenshot, if you can.
Never send card numbers, passwords or API keys. We will not ask for them.
Scope
Support covers the Arc app: setup, billing runs, failed-payment recovery, the cancel flow, the subscriber portal, the API and importing subscriptions from another app.
It does not cover running your store: products, theme, shipping, marketing, your Shopify account or Shopify's own billing. Those questions go to Shopify.
Before you write
These may already answer it.
Privacy requests and security reports have their own pages: Privacy policy, Security.