Contact Support
Get help from the Chargezen support team
Last updated: 2025-01-16
Our support team is here to help you get the most out of CheckoutOS. Whether you're troubleshooting an issue, optimizing campaigns, or exploring new features, we're ready to assist.
Support Channels
Email Support
Send us a detailed message and get a response within 24 hours
Live Chat
Chat with our team in real-time during business hours
Help Center
Browse our knowledge base and video tutorials
Email Support
Email is best for detailed issues that require screenshots or thorough explanation.
Email: support@chargezen.com
Response Time: Within 24 hours (usually faster)
What to Include in Your Email
Help us help you faster by including:
Support Request Checklist
- Your Shopify store URL (mystore.myshopify.com)
- Description of the issue or question
- Steps to reproduce the problem (if applicable)
- Screenshots or screen recordings
- Error messages or codes (if any)
- Browser and device information
Screen Recording
A short screen recording is often more helpful than multiple screenshots. Use free tools like Loom or your device's built-in screen recorder.
Live Chat
For quick questions or real-time troubleshooting, use our live chat feature.
Hours: Monday - Friday, 9am - 6pm EST
Access: Click the chat icon in the bottom-right corner of your CheckoutOS dashboard.
Outside Business Hours?
If you start a chat outside business hours, you can leave a message and we'll respond via email when we're back online.
Emergency Support
For critical issues affecting your checkout (customers can't complete purchases), we offer priority emergency support.
Email with "URGENT" in Subject
Include Store URL
Describe the Impact
True Emergencies Only
Please reserve emergency support for checkout-blocking issues. Misuse may delay response times for merchants with genuine emergencies.
Self-Service Resources
Many questions can be answered through our self-service resources:
Documentation
Comprehensive guides for all CheckoutOS features
Video Tutorials
Step-by-step video walkthroughs
FAQ
Answers to common questions
Error Codes
Look up error codes and solutions
Feature Requests
Have an idea for how we can improve CheckoutOS? We love hearing from users!
Submit feature requests to feedback@chargezen.com. Include:
- Description of the feature you'd like
- How it would help your business
- Any examples from other tools (if applicable)
Bug Reports
Found a bug? Help us fix it quickly by providing:
- Expected behavior: What should happen
- Actual behavior: What actually happens
- Steps to reproduce: How to trigger the bug
- Environment: Browser, device, Shopify plan
- Frequency: Does it happen every time or intermittently?
Community
Connect with other CheckoutOS users:
- Slack Community: Join our merchant community for tips and best practices
- Monthly Webinars: Live training sessions and Q&A with our team
- Case Studies: Learn from successful implementations
Join Our Community
Request access to our Slack community by emailing community@chargezen.com. Share strategies, get feedback, and connect with other merchants.
System Status
Check the current status of CheckoutOS services:
Status Page: status.chargezen.com
Subscribe to status updates to receive notifications about planned maintenance or service disruptions.
Need more help? Contact support