Contact & support
Installed the app and stuck, or have a question before you install? We're happy to help.
✉️ [email protected]We typically reply within one business day. If you're already a merchant, include your store's .myshopify.com domain so we can look you up faster.
Common questions
The upload widget isn't showing on my storefront
Make sure the block is added to your published theme (Online Store → Customize → add the "File upload" block to a product, cart, or collection template). Adding it to a draft theme won't show it to customers.
The widget shows on the wrong products
Uploading is always optional — File Upload Pro never blocks checkout. Upload rules decide where the widget appears: check that the product matches an active rule (by tag, type, vendor, or collection) and that the rule's "Where" setting covers the page you're looking at.
A file didn't attach to an order
Files attach automatically when the order is created. You can always attach one manually from Shopify Admin → the order → More actions → Attach a file.
How do I change my plan or cancel?
Open File Upload Pro in your Shopify Admin → Plan & usage. You can switch plans or cancel anytime from there.
How is my data handled?
See our Privacy Policy — uploads go into your own Shopify Files, never onto our servers, with automatic EXIF stripping and full GDPR support. Note that Shopify serves files from a public CDN, so treat file links as confidential; we store every upload under a randomised name so the URL can't be guessed and reveals nothing.