PlanLatchBack to product

Agency and merchant support

Bring the incident ID. We'll bring the evidence.

First-line support starts with a re-test, not a request for store passwords or customer exports.

Product incident

Send the incident ID, product URL, and whether you can reproduce the behavior manually.

Email incident support

Privacy or deletion

Use the subject “PlanLatch privacy” and include your myshopify.com domain.

Contact privacy support

What to include

  • Shop domain and affected product URL
  • PlanLatch incident ID or check name
  • Desktop or mobile
  • Subscription app and theme, if known
  • Whether a manual test matches the incident

What we will not ask for first

Do not send customer exports, payment data, passwords, theme collaborator access, or API tokens. PlanLatch support should be able to start from the public storefront evidence already attached to the incident.

Supported guidance

We can explain missing widgets, hidden mobile controls, dropped selling-plan form state, missing cart allocations, stale one-time state, and variant-switch behavior. Theme changes must be tested by the authorized agency, merchant, or developer before publication.