Contact us
Email [email protected]. Include your .myshopify.com domain, the affected order number, and the approximate time of the issue. Do not send SMS provider passwords, API keys, access tokens, or a buyer's verification code.
Security reports
Report suspected unauthorized access, disclosure, or credential exposure to [email protected] with “Security” in the subject. Do not include personal data or secrets in the initial message. Security incidents are prioritized for immediate triage.
Before contacting support
- Confirm the COD OTP block is added to the Shopify Thank you page.
- For merchant-managed SMS, confirm Twilio or Infobip is connected and its test SMS succeeds.
- For Sofenx-managed WhatsApp, confirm the active paid plan still has managed verifications remaining and the customer explicitly requested the WhatsApp OTP.
- Confirm the buyer number uses international format, such as
+14155552671. - Check that the provider account, sender, approved template when applicable, and destination country are enabled for the selected SMS or WhatsApp channel.
- Confirm the App is enabled and the monthly verification allowance has not been reached.
Response target
We aim to acknowledge support requests within two business days. Urgent service incidents are prioritized.
Privacy requests
Buyers should make access or deletion requests through the merchant that received their order. Merchants can contact us at [email protected] for assistance with a Shopify privacy request.