Contact support

Use the public Support page or email info@ashspark.com when the documentation does not resolve the issue.

Include the useful context#

Send:

• the .myshopify.com store domain;
• the affected product;
• the chart name;
• the theme and product template when the issue is storefront-related;
• clear reproduction steps;
• expected and actual behavior;
• approximate time and time zone;
• a redacted screenshot or short recording.

For billing questions, include the plan shown in Radiant and the active app subscription shown by Shopify. Remove personal and payment details from screenshots.

Do not send sensitive information#

Never send:

• Shopify passwords;
• one-time or verification codes;
• session or API tokens;
• payment-card data;
• real shopper body details;
• full customer or order exports;
• unrelated personal data.

Support should receive the minimum context needed to reproduce the issue.

Make the report reproducible#

A useful storefront report follows this structure:

1. “Open product …”
2. “The product resolves to chart …”
3. “The product uses template …”
4. “The app embed / product block is active.”
5. “Select or enter …”
6. “Expected …”
7. “Observed …”

For Smart Selector, use a synthetic test profile instead of real shopper details.

Before contacting support#

Check:

• Getting started
• Assignments
• Storefront setup
• Troubleshooting
• Frequently asked questions

If the issue persists, send the smallest complete reproduction.

Privacy requests#

Shoppers should normally contact the Shopify store where they used Radiant. Merchants can review applicable privacy-request status in Settings. For direct legal or privacy questions, use the contact details in the Privacy Policy.

Response expectations#

Radiant does not currently publish a contractual response-time SLA. Include the storefront impact and a complete reproduction so support can assess the request efficiently.