Contact Support
How to get help with FilterIQ, and what information to include.
Contact Support
We are here to help you get the most out of FilterIQ. Here is how to reach us and what to include in your request for the fastest resolution.
Support Channels
Our primary support channel. We aim to respond within 4 business hours during weekdays (Monday through Friday, 9am-6pm GMT).
In-App Bug Report
From the app dashboard, go to Settings > Support > Report Bug. This automatically includes diagnostic information about your store configuration, making it easier for us to investigate.
What to Include in Your Request
The more context you provide, the faster we can help. Include these details:
For All Issues
- Your store URL (e.g.,
yourstore.myshopify.com) - Your theme name and whether it is customized
- Description of the issue -- What you expected vs. what happened
- Steps to reproduce -- Specific actions that trigger the issue
For Storefront Issues (Search/Filters Not Working)
- Browser and version (e.g., Chrome 120, Safari 17)
- Device (desktop, mobile, tablet)
- Screenshot of the issue
- Browser Console output -- Open DevTools (F12), go to Console, filter for
[SSF], and copy any error messages - Network tab screenshot -- For performance issues, show the request timing
For Dashboard Issues
- Screenshot of the error
- Steps you took before the error appeared
- Any error messages displayed in the UI
For Data Issues (Wrong Results, Missing Products)
- Example search query that shows the problem
- Expected results vs. actual results
- Product titles or IDs that should have appeared
- Time when you last synced (check in Settings > Sync Status)
Priority Levels
| Priority | Description | Response Time |
|---|---|---|
| Critical | App is completely non-functional, storefront search broken | 2 hours |
| High | Major feature not working (e.g., filters not loading) | 4 hours |
| Medium | Feature works but with issues (e.g., wrong sort order) | 1 business day |
| Low | Enhancement request or minor cosmetic issue | 2-3 business days |
Self-Service Resources
Before contacting support, check these resources:
- Common Issues -- Solutions to the top 10 most frequent issues
- Performance Troubleshooting -- Diagnosing slow search or filter issues
- Theme Compatibility -- Check if your theme is supported
Feature Requests
We welcome feature requests. Send them to support@filteriq.app with the subject line "Feature Request:" followed by a brief title. Include:
- What you want to achieve (the goal, not just the feature)
- How you currently work around it
- How many of your shoppers would benefit
Status Page
For real-time system status, visit status.filteriq.app.