1. Name the surface
Tell us whether the issue is on signup, dashboard, direct tracker, Shopify setup, billing, export, or account settings.
ShopLens support
Get from a missing signal to a clear next step.
Start with the setup checks below. If the issue remains, email the details needed to reproduce it—without sending credentials or payment information.
Faster troubleshooting
Send a reproducible support request.
Good context shortens the path from report to diagnosis.
2. Include safe context
Share the site domain, approximate time and time zone, browser, expected result, actual result, and any visible error text.
3. Protect secrets
Do not send passwords, card data, Shopify access tokens, API secrets, reset links, or full visitor information.
Contact
oasystems01@gmail.com
Email is the current support channel. Response time is not guaranteed, so include enough detail for the first reply to be useful.
Create support emailTroubleshooting FAQ
Check these first.
Why do I see no analytics activity after installation?
For an ordinary website, confirm the saved domain and make sure its site-specific script appears once in the rendered page source. For Shopify, open the embedded app and confirm the Web Pixel status instead of looking for a pasted theme script. In either path, run a known private-window visit and allow for browser blocking, consent state, Content Security Policy, and normal processing delay.
Why do ShopLens and another platform show different totals?
Analytics products differ in visitor and session definitions, bot filtering, time zones, consent state, browser blocking, attribution, and event processing. Small differences are normal. Shopify remains the source of truth for individual orders, payouts, refunds, and inventory.
How should I report a billing issue?
Include the account email, plan name, approximate charge date, and whether payment was made directly or through another platform. Never email card numbers, passwords, API secrets, or access tokens.
Can support provide legal compliance advice?
No. Support can explain ShopLens data handling and product settings, but it cannot determine which disclosures, consent choices, contracts, or legal bases your business needs.