Change or cancel your plan
Sign in and open Plan & billing. Upgrading, downgrading and cancelling are all self-serve and take effect without asking anyone.
Support
Something not working? Tell us.
A person reads every message sent to support. Below is what to include so the first reply is a useful one, what you can already fix yourself, and the problems people run into most.
Email support@shopgrade.in
One address for everything: bugs, billing, privacy requests and questions about a finding you disagree with.
- Include the store URL The storefront you were auditing. Almost every question about a score or a finding needs it before it can be answered at all.
- Include the report link, if you have one It identifies the exact generation. Your reports are kept in your account, so this stays valid.
- Say which plan you are on and which browser Free, Pro, Agency or credits, plus your Chrome version. Several behaviours differ by plan by design, and knowing yours avoids a round trip.
- Write to us from your account address Required for anything touching billing, deletion or a privacy right, because it is how we know the account is yours.
For a privacy or data-deletion request, see the privacy policy first. It lists exactly what is held and what deletion removes.
Faster than emailing
Things you can do yourself, right now
All four live in your account. None of them need us.
Request a refund
Also in Plan & billing. The server checks the payment date and report count against the refund policy before submitting it to Paddle.
Delete a report
Open Reports and delete it. Any public link stops working immediately and the action cannot be undone.
Delete your account
Use Delete account to remove your account and its service data. Any active subscription ends at once.
Common problems
What usually turns out
What usually turns out
to be happening
Most support mail is one of these, and most of them are ShopGrade behaving as designed rather than a fault.
ShopGrade says this is not a Shopify store
The check is deliberately strict, because it decides whether a generation is charged. A page qualifies if its host is myshopify.com or a true subdomain of it, or if it both loads assets from Shopify's CDN and carries Shopify theme markup. A store that is password-protected, behind a holding page, or blocking the request cannot be confirmed and cannot be audited. If you are certain the store is Shopify and public, send us the URL.
My report has locked sections
That is the Free report. It keeps the score, the verdict and executive summary, the store health summary, the ten crawl and SEO checks and the page-weight breakdown, and shows the conversion and trust signals, the ranked roadmap, the rollout plan, the implementation brief, the shopper timeline, the AI conversion review and its screenshots, the Google data, the business context and the technical appendix as locked. Those chapters are included on Pro, Agency and credit-funded reports. See pricing for the full split.
My free report was refused
The one free report is per account, and it also carries a small cap per network so a single connection cannot mint an unlimited supply of them. If you are on an office, campus or shared connection where colleagues have already used theirs, the free generation can be declined even though your account is new and verified. Nothing is wrong with your account: a paid plan or a report credit is unaffected, and if you believe the cap has caught you unfairly, email us from your account address and we will look at it.
My report link has stopped working
Reports are private to the account that generated them. A public link opens the report to anyone holding it for 15 days, and then the report goes back to being private, so a link older than that will stop working. Open Reports in your dashboard and make it public again: each report can be shared twice. Free reports cannot be shared at all. You can always open any of your own reports from the dashboard.
The scan is taking a long time
The live score on the toolbar appears as soon as the storefront loads. A full report usually takes a few minutes, and the exact time depends on the storefront itself, your connection, and whether your plan includes the AI review. A very heavy store with many third-party apps takes longer, which is often itself one of the findings.
A rescan used one of my monthly generations
That is intended. A rescan is a completely fresh report, not a refresh of the old one, which is what lets it show the new score beside the previous one along with what closed and what appeared. It therefore costs one generation, the same as any other report.
I did not receive my verification or password-reset email
Those are sent from our own domain through Resend. Check spam and any filtered folder first, then request the link again from the sign-in page, since each link is single-use and expires. If nothing arrives after that, email us from the address you signed up with and we will look at the delivery log.
I disagree with a finding
Good. Every finding carries the evidence it was derived from precisely so it can be argued with rather than taken on trust. Send us the report link and say which finding is wrong and why. Results also vary with device, network and page state, so two scans of the same store will not always match exactly.
I want my data deleted
You can delete an individual report, or your whole account, from the dashboard without contacting us. For anything beyond that, or if self-service deletion fails, email us from your account address. The privacy policy sets out exactly what is retained afterwards and for how long.