Contact support

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

If the FAQ and the Countdown not showing 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.

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.

Email

You can also email [e-mail] 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.

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.

Next steps

• FAQ

• Countdown not showing

• Theme integration