SUPPORT
Talk to a person.
Retrics is a small team that reads its own inbox. Whether you are setting up your first cohort or reporting a security issue, here is exactly where to write and how quickly you will hear back.
UPDATED · 28 JUL 2026
General support
EMAILQuestions about your account, billing, connecting a store, reading your cohorts, or anything about how Retrics works. A real person answers — include your store domain and we can look straight at your workspace.
Security & vulnerabilities
EMAILFound a vulnerability or a data-handling concern? Write here and we will prioritize it. Please give us reasonable time to investigate and remediate before public disclosure. We do not pursue good-faith researchers.
Response targets by plan
AS PUBLISHED IN THE SLA- Growth
- within 2 business days, standard email support
- Scale
- within 1 business day, priority support
- Concierge
- within 4 business hours if urgent, otherwise within 1 business day, priority support
Measured during support hours, Monday to Friday, excluding US public holidays. Security reports are triaged as soon as they arrive, regardless of plan. Full terms are on the SLA page.
01What to send us
Email is the way in — there is no in-app ticket form yet, so write to us directly and include your store domain. With that one line we can look straight at your workspace and answer from what we can already see.
You never have to email us an export to get help. The base Shopify analytics connection reads orders, customers, and products; approved stores may add read_all_orders for older history. A separate write_discounts grant is requested only when a merchant explicitly enables Shopify loyalty rewards, and is used solely to create requested discount codes. Retrics does not write orders, themes, or checkout.
02Help center & status
The help center covers setup, connecting your Shopify store, reading cohorts and lapse scores, approving retention flows, and billing. Most day-one questions are answered there.
The status page lists every component and any incident we have posted. If something looks wrong, check there first — if it is us, that is where we write it up.
03What to expect
We reply during US business hours, Monday to Friday, excluding US public holidays. A response target is the time until a person replies and starts work — not a promise of resolution time, which depends on the problem.
The targets above are contractual for Concierge workspaces, which also carry an uptime commitment and a service credit; on Scale and Growth they are what we operate to on a best-effort basis. The SLA page is the binding version.
Security reports are triaged as soon as they arrive, regardless of plan. For legal or privacy requests, support@retrics.ai reaches the right people, or see the privacy policy for data-rights specifics.