How to get help and contact EZ Preorder support
To get help with EZ Preorder & Back In Stock, the Shopify app, open EZ Preorder → Support. From there you can Ask Ada, the app's AI assistant, for an answer straight away, or Send a message to the support team, who usually reply in a few hours. You can also open the help center or Request a feature. Ada is also available from the chat button on every page of the app. Support is included on every plan, including Free.
Available on: All plans.
Where to find it: EZ Preorder → Support.
Ways to get help in EZ Preorder
The EZ Preorder Support page has four cards:
| Card | Button | Use it for |
|---|---|---|
| Send a message | Send message | Questions or problems you want a person on the support team to look at. "We usually reply in a few hours." |
| Ask Ada | Ask Ada | Quick answers from Ada, the AI assistant, in a chat inside the app. |
| Help center | Go to help center | Step-by-step guides you can read yourself. |
| Request a feature | Request a feature | Telling the team what would make the app work better for you. |
How to ask Ada, the AI assistant
Ada is EZ Preorder's AI support assistant. She answers questions about the app in a chat window inside EZ Preorder, and the chat opens already signed in to your store, so you don't need to give your store address.
You can open Ada in three ways:
- EZ Preorder → Support → Ask Ada.
- The Ada chat button at the bottom left of any page in the app.
- On the Dashboard, the "Meet Ada, your AI support assistant" card under What's new → Ask Ada.
To get a useful answer from Ada, say which product or page you mean, what you expected to see and what you see instead, for example: "The preorder button isn't showing on my Linen Shirt product page."
If Ada can't solve it, or you'd rather talk to a person, use Send a message.
How to send a message to the support team
- In EZ Preorder, go to Support.
- On the Send a message card, click Send message. A message window opens.
- Write your question and send it. The subject is filled in for you, and your store address is attached, so the team knows which store you mean.
The support team usually replies in a few hours.
Problems get solved fastest when your message includes:
- The product, with a link to its page in your store.
- What you expected and what happened instead.
- The name of your theme, if the problem is on your storefront.
- Any changes you made just before it started, such as a new theme or theme update.
How to use the help center
The EZ Preorder help center has step-by-step guides for every feature. On the Support page, click Go to help center to open it in a new tab, or go to ez-preorder.helpscoutdocs.com.
How to request a feature
- In EZ Preorder, go to Support.
- On the Request a feature card, click Request a feature.
- Enter a Subject.
- Under What would you like to see?, describe the feature in up to 1,000 characters.
- Click Send request. The message "Feature request sent. Thanks for the suggestion!" appears.
Both fields are required. Send request stays greyed out until you fill them in.
How to contact support if you can't open the app
If EZ Preorder won't open, use the support contact on the EZ Preorder & Back In Stock listing in the Shopify App Store. Replies to EZ Preorder's plan limit and restock alert quota emails also go to the support team, at support@casualecommerce.com.
Troubleshooting
The Ada chat button isn't showing. Ada loads with the app. Reload the page. The button sits at the bottom left, because the Setup Guide uses the bottom right. If it still doesn't appear, use Send a message on the Support page.
Nothing happens when I click Send message. The message window loads in the background when the app opens. Wait a few seconds and click again, or reload the page. Browser extensions that block chat widgets can stop it from opening.
Send request is greyed out. Fill in both Subject and What would you like to see?.
Frequently asked questions
Is EZ Preorder support free on every plan?
Yes. The Support page, Ada, messages to the support team, the help center and feature requests are available on every plan, including Free.
How fast does EZ Preorder support reply?
Ada answers straight away. The support team usually replies to messages in a few hours.
Does Ada know which store I'm asking about?
Yes. Ada opens from inside EZ Preorder already signed in to your store, so you don't need to give your store address.
Where do I suggest a new feature for EZ Preorder?
Go to Support → Request a feature, add a subject and a description, and click Send request.
How do I get the discount on the developer's other apps?
The Dashboard shows "Get 20% off our other apps". Install the app you want, then contact support with Send a message to get the discount.
Related articles
- What the EZ Preorder Dashboard and metrics show: the App status card is a quick first check for storefront problems.
- The preorder button is not showing: fixes to try before contacting support.
- The Notify Me button is not showing: fixes for restock alert problems.
- How to use EZ Preorder with Shopify Sidekick: asking Shopify's assistant about your preorder setup.
- Frequently asked questions: quick answers to common questions.