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Help

For help, contact [email protected]. Include as much context as possible so the team can respond without back-and-forth.

Response targets

  • Initial response within 1 business day (standard)
  • Initial response within 4 business hours (Growth and Enterprise plans)
  • Critical issue triage within 4 business hours (all plans)

What to include in your request

  • Shop URL (*.myshopify.com) or workspace account ID
  • Campaign name and type (referral, affiliate, or giveaway)
  • Issue description and business impact
  • Steps to reproduce
  • Order ID or customer ID when relevant
  • Screenshots or a short recording if applicable

Common topics

Attribution and tracking

Attribution issues (clicks not registering, conversions not matching, order attributes missing) are usually caused by a misconfigured tracking embed or an incomplete setup path. Check the setup checklist in your Sorae admin to confirm all required steps are complete before reaching out.

Reward issuance

If rewards are not issuing as expected, check your campaign eligibility rules first: new-customer enforcement, minimum subtotal, and delay window settings are the most common causes. The analytics dashboard shows the status of every conversion and reward in your program.

Affiliate applications and payouts

For payout questions, include the affiliate email address and the commission period in question. Payout failures often relate to Stripe Connect account status. The item-level payout view in your admin shows the error detail for each failed transfer.

Shopify setup

For Shopify-specific setup issues, include your myshopify.com domain and which setup checklist step is failing. Common issues include the tracking embed not enabled via App Embeds, pages published without the correct template assigned, or webhook registrations missing from the app settings.

Integrations

For Klaviyo integration issues, include your Klaviyo workspace ID and a description of which events are not appearing. For Stripe Connect issues, include the payout batch ID and the affected affiliate account identifiers.

Developer resources

For technical implementation questions on the JS SDK, public APIs, or webhook integration, see the developer documentation or book a technical walkthrough.

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