Talk to a person.
Retrics is a small team that reads its own inbox. Whether you're setting up your first cohort or reporting a security issue, here is exactly where to write and how quickly you'll hear back.
Questions 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.
Found 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.
- Free trial
- within 2 business days
- Starter
- within 1 business day
- Growth
- within 1 business day, priority queue
- Scale
- same business day, priority queue
Reaching us from inside the app
If Retrics is already installed, the fastest path is Settings → Support inside your workspace. Messages sent there arrive with your store context attached, so we can skip the back-and-forth and answer from what we can already see.
You never have to send us data to get help. We read your connected store read-only, through Shopify's API, and honor Shopify's protected customer data rules — so most questions we can answer without you exporting anything.
Help 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 shows current uptime and any active incidents. If something looks wrong, check status first — if it's us, we'll be posting there.
What to expect
We reply during US business hours, Monday to Friday. Response targets below are our aim, not a contractual SLA; security reports are triaged as soon as they arrive regardless of plan.
For legal or privacy requests, hello@retrics.ai reaches the right people, or see the privacy policy for data-rights specifics.