Support

Email support@sphen.ai for account, subscription, and general app support.

Use the same address for technical and data-protection support questions so we can keep your request in one support thread.

Support is handled on German business days. Unless a separate written service-level agreement applies, no guaranteed response or resolution time is provided.

To help us investigate, include:

• your .myshopify.com store domain;
• a short description of the expected and actual result;
• the approximate date, time, and time zone of the issue;
• the affected product, collection, page, article, or job ID;
• screenshots with unrelated personal data removed.

Do not send passwords, Shopify access tokens, API secrets, payment-card details, or customer personal data by email.

Put URGENT in the subject line for an unintended Shopify change, suspected credential exposure, cross-store data issue, or inability to access the app after installation.

If you believe the app is making unwanted changes, disable the relevant automation setting and uninstall or revoke the app in Shopify Admin while contacting us. Uninstalling stops future app access; Shopify's required redaction process handles deletion of Shopify-derived app data.

Plans, charges, plan changes, and cancellations are managed through Shopify. Please include the store domain and the name of the plan shown in Shopify Admin. Do not send payment details.

Refund requests are reviewed according to the applicable Shopify billing rules, mandatory law, and the SPHEN.AI Terms of Service.

Merchants may request access, correction, export, or deletion using either contact address above. Shopify customer privacy requests are also received through Shopify's mandatory compliance webhooks.

See the Privacy Policy for processing, retention, subprocessors, and data-subject rights.