Help center
ShopPath help & support.
Get your storefront connected, understand a test result, or ask our team for help with your account.
Choose your support path
Already using ShopPath?
Create a private ticket in your workspace. Keep replies, questions, and the request status together in one conversation.
Open Help & support →Cannot sign in, or need setup help?
Email the monitored ShopPath support mailbox. For an existing request, include your ticket reference if you have it.
support@getshoppath.comHelp & support remains available when your trial or subscription ends. This is a ticket service, not live chat; we do not promise instant or 24/7 responses. For an existing ticket, read and reply inside ShopPath. Email replies are not automatically added to the conversation.
Find the right guide
BigCommerce app setup
App coming soon. Guidance for stores with installation access, including sign-in and storefront approval.
Use your ShopPath workspace
Run a shopper test, understand the evidence, set up schedules, and manage your journey allowance.
Understand test coverage
See what desktop and mobile journeys check, where they stop, and what a result does not prove.
Billing and cancellation
Review trial, renewal, cancellation, failed-payment, and refund terms.
Check service status
See current public availability checks and their limits before reporting an access problem.
Include the details that help us investigate
Choose the closest topic: Installation & setup, Journeys & reports, Billing & plans, Account access, or General question. Use a specific subject, such as “Mobile test stopped at cart,” instead of “Problem.”
- Where: your storefront name and the journey ID, if the question is about a test.
- What: what you expected, what actually happened, and the exact visible error message.
- When: the approximate date, time, and time zone.
- How: the steps that led to the problem and whether it affects desktop, mobile, or both.
- For billing: the plan and invoice reference, if available—not payment card details.
Tickets accept plain-text messages up to 5,000 characters; attachments are not available. A journey ID lets us identify the report without asking you to publish it. Only send a shareable report link if you intend to grant access to everyone who has that link.
Never include passwords, API keys, OAuth codes, access tokens, full card details, or unnecessary shopper information. Tickets are private to your workspace and authorized ShopPath administrators.
Common questions
Do I need to install a plugin to use ShopPath?
No. Request access with your storefront URL; after review and approval, you receive a secure invitation to your ShopPath workspace. The BigCommerce app is coming soon, and other platform plugins are planned. You do not need to wait for them to request URL-based access. A public URL alone does not guarantee that its shopping path is supported.
I installed the app. Why can't I start a test?
Check Storefronts for approval and connection status, then Usage & plans for active access and journeys remaining. A successful installation does not bypass storefront approval. A prelaunch page, sign-in wall, or CAPTCHA can also stop the shopper journey. The installation guide explains these checks.
Is my allowance reset date the same as my next payment?
Not always. A Stripe-managed monthly subscription uses its monthly billing period for the journey allowance. Annual billing is charged yearly but still has monthly journey allowances. The trial ends on its displayed end date and does not renew automatically. Check the exact dates in Usage & plans, including any additional-credit expiry.
Does a failed test prove the store is broken?
No. A storefront problem, a bot restriction, and a technical execution error need different responses. Open the report and review its result with the captured evidence before changing the store. A passed test also does not guarantee that every product or checkout path is problem-free.
How do I know whether support needs a reply?
“Waiting for support” means your request is in the support queue. “Waiting for you” means support has replied. The original requester receives email notifications for support replies or status changes; open the ticket to read the update and reply. Close a resolved ticket, or reopen it if you need to continue.
Need access to a new storefront?
Request access for a storefront you own or are authorized to test. Access requests are separate from support tickets and do not grant testing permission or bypass approval.