> For the complete documentation index, see [llms.txt](https://docs.samita.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.samita.io/samita-countdown-timer-bar/help/contact-support.md).

# Contact support

How to reach the Countdown Timer Bar Samita team, and what to include so they can help straight away.

If the [FAQ](/samita-countdown-timer-bar/help/faq.md) and the [Countdown not showing](/samita-countdown-timer-bar/help/countdown-not-showing.md) checklist haven't solved it, the team will help directly.

## In-app Contact us form

The quickest route, because it already knows which store you're writing about. Click **Contact us** in the app's menu, or **Chat with support** in the dashboard footer.

The form has these fields:

| Field                         | What to put in it                                                                                                                |
| ----------------------------- | -------------------------------------------------------------------------------------------------------------------------------- |
| **Your name**                 | Who you are                                                                                                                      |
| **Your email**                | Where the reply should go                                                                                                        |
| **Subject**                   | Pre-filled with "I need support" — replace it with something specific                                                            |
| **Store password**            | Your storefront password, if your store isn't public yet. The form describes it as "Password to access the website if available" |
| **Page information**          | The page you're having trouble with — its title and URL                                                                          |
| **Collaborator request code** | Optional, see below                                                                                                              |
| **Message**                   | What's happening, what you expected, and what you've already tried                                                               |

Fill it in and click **Send**.

{% hint style="info" %}
**Store password** and **Page information** aren't busywork. If your store is password-protected, support can't see the problem without the password — and without a URL they can only guess which page you mean.
{% endhint %}

## Email

You can also email **<support@samita.io>** directly.

## Giving support access to your store

Some problems — a theme that doesn't expose its Add to cart button in a way the app recognises, custom CSS that needs writing against your actual markup — are much faster to solve with access to the store.

The form has a **Collaborator request code** field for that. Your 4-digit code is in your Shopify admin under **Settings → Users and permissions**, in the **Collaborators** section.

Granting access is optional. Submit the form without it and support will ask for whatever they need.

## Live chat

Several places in the app open a chat with support directly, pre-filled with what you were doing:

* **"If the countdown does not show up, Chat with us for instant support!"** — on a countdown's Display tab.
* **"Chat with us to customize countdown in your theme."** — beside the Custom CSS box.
* **Request setup** — on the warning banner about the Collection condition's template file.

## What to include

Whichever route you use, this set usually means an answer rather than a round of questions:

1. **Your store URL**, and the storefront password if the store isn't public.
2. **The name of the countdown or popup** involved.
3. **The exact page URL** where you're seeing the problem.
4. **What you expected to happen**, and **what actually happens**.
5. **A screenshot**, and whether it's desktop or mobile.
6. **What you've already checked** — it saves being asked to do it again.

{% hint style="info" %}
Try the self-service steps first. An app embed that's off, a countdown left as Draft, or a condition set to **All conditions** instead of **Any condition** account for most reports, and all three take a minute to confirm.
{% endhint %}

## Next steps

* [FAQ](/samita-countdown-timer-bar/help/faq.md)
* [Countdown not showing](/samita-countdown-timer-bar/help/countdown-not-showing.md)
* [Theme integration](https://github.com/samita-baoan/doc-timer/tree/restructure/docs-v2/settings/theme-integration.md)


---

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