Start from the installed app.
Use the platform admin for the installed edition. For Shopify Flow, open Shopify Admin, Apps and sales channels, FlowRelay, then Get support.
Support
Get help with FlowRelay.
Start with the path that matches your situation. FlowRelay support works from receipt facts, redacted diagnostics, and the installed edition context rather than raw payloads or standing store access.
Choose a path
Where to start.
Installed customers, prospective customers, partners, and authorized agents all enter the same support model, but not through the same doorway.
Email FlowRelay.
Send fit, pricing, setup planning, or partner questions to support@flowrelay.app.
Use Agent Operations.
Scoped agents can preview and submit structured support requests. Expansion requests are recorded for review, not treated as product commitments.
Email support.
Use support@flowrelay.app for privacy, data, compliance, or security questions. Do not include secrets or copied customer records.
Diagnostics
Share facts, not secrets.
A diagnostic share is a private, redacted package you preview before sending. It gives support the receipt, endpoint snapshot, timeline, recovery code, and replay context without exposing raw payloads or credentials.
Fastest pathRedacted request with a share ID
Create a diagnostic share from the event or endpoint screen. If an authorized agent is already helping, it can submit the redacted support request with that share ID.
IncludeDiagnostic share ID
Use the frozen share ID from the FlowRelay endpoint or event detail screen after you preview it.
IncludeReceipt or event ID
Include the FlowRelay event ID, endpoint name, stable error code, expected handoff, and approximate event time.
Do not sendSensitive material
Do not send endpoint secrets, auth headers, HMAC values, tokens, raw payloads, customer records, Shopify sessions, store passwords, or database URLs.
Support scope
What FlowRelay can investigate.
FlowRelay owns the event boundary before the native automation platform runs the workflow. For the current edition, that platform is Shopify Flow.
FlowRelay can investigate
Whether an event reached FlowRelay, passed authentication, matched endpoint requirements, mapped expected fields, and was handed to the native platform.
Native automation owns
Workflow branches, downstream app calls, emails, fulfillment actions, and other results after the native platform receives the trigger.
Delivered means
FlowRelay handed the trigger to Shopify Flow. It does not mean downstream Shopify Flow branches or actions completed.
Billing path
Paid plan changes are approved on Shopify's billing screen. Support can explain FlowRelay plan usage, but Shopify keeps the billing approval record.
Partners and agents
Partners and agents use the same safeguards.
Partner and agent help should stay scoped to the merchant request, the diagnostic package, and any separately authorized source-system access. Support does not create a separate permission path.
- Support requestAgents can use support.request.preview and support.request.submit only when the grant has support scope and the request is safe to share.
- Expansion requestAgents can record unsupported platform or capability requests through expansion.request.submit. That is a request for review, not a product commitment.
- Access boundaryAgents do not get extra privileges through support. Human and agent operations use the same grants, audit trail, redaction rules, and rate limits.