Support

Send a request below and we read every one. Most of what you would ask, HonestTag already shows you: the Mirror surfaces the gap and the app flags problems before you would think to write in. This form is for the rest.

What to expect

  • Response time: We reply within one business day (Monday to Friday), usually much faster.
  • On Scale, within 12 hours. We send the first reply within 12 hours, counted Monday to Friday in US Eastern time; weekend hours do not count, so a request sent on a Saturday is answered by Monday at noon Eastern.
  • On Scale+, within 4 business hours. We send the first reply within 4 business hours, counted Monday to Friday from 9am to 6pm US Eastern time, so a request sent after 6pm Eastern or on a weekend is answered by 1pm Eastern the next weekday. On Scale and Scale+, write from the email address your HonestTag account uses, or name your store in the form, so we can see your plan.
  • Tracking problems jump the queue. The supported destination list is Google Ads, Meta, Klaviyo, Microsoft Advertising, TikTok, Google Analytics 4, Pinterest, Snapchat, Reddit and OpenAI Ads. If measurement is degraded or one of those destinations stops receiving conversions, choose "Tracking problem" below. Those get priority, because broken tracking gets expensive quickly.
  • TikTok connection details. HonestTag sends server-side purchases through TikTok Events API. Spend and reporting reads use the connected TikTok account where supported. Include the advertiser and pixel names shown in Setup, but never paste an access token into this form.
  • No auto-closed tickets. A conversation never closes without a reply from us.
  • No separate fee to investigate our bugs. If something does not work the way this site says it does, we do not charge a support fee to investigate and fix a suspected HonestTag defect, on any plan, including the free Mirror. Plan limits, custom work, and work required by a third-party platform remain governed by the applicable plan and terms.

Send a support request

Include what you can. Each detail usually saves a round trip.

Billing questions

HonestTag bills through Shopify's own billing system once the App Store listing is live, so charges appear on your Shopify invoice and end when you uninstall. Pricing is a flat rate by trailing 30-day sales band, billed monthly or annually with two months free, with no overage fees, ever. Details are on the pricing page. If a charge ever looks wrong, send a request above and we will sort it out; we do not argue about small amounts.

Thinking about uninstalling?

We wrote down exactly what happens when you do: what stops, what we tidy in your ad accounts, when your data is deleted, and the billing facts stated plainly: what happens when you uninstall.

Privacy requests

If you are a merchant with a data request, use the form above and choose "Privacy / data request." If you are a shopper who bought from a store that uses HonestTag, contact that store directly. They control your data and we act only on their instructions. Details in the privacy policy.

Not a customer yet?

HonestTag is in early access. Join the waitlist and we will email you when your spot opens. Pre-sales questions are welcome through the form above.