Help and Support
If you need help with anything in Elevate A/B Testing, whether that is setting up an experiment, understanding your results, or troubleshooting something that is not behaving as expected, our support
How to reach us
Live chat
Fastest response. Anything urgent or account specific.
The chat widget in the bottom right corner of the Elevate app
Longer questions, screenshots, or anything you want a record of
support@elevateab.com
Support is available during business hours. If you write to us outside those hours, we pick your message up the next business day.
What to include in your request
The more context you send at the start, the fewer rounds of questions it takes to resolve. Where you can, include:
Your store URL. So we can find your account.
The experiment name or ID. If the issue relates to a specific experiment.
What you expected to happen, and what actually happened. Both halves matter.
Screenshots. Of any error, unexpected behavior, or result you are unsure about.
Steps to reproduce. What you did just before the issue appeared.
Which theme you are on. Especially if you have recently published or switched themes.
Check these first
Many questions have an answer already written.
Something general about how Elevate works
What the numbers in your experiment mean
Whether your result can be trusted yet
Why Elevate's numbers differ from Shopify or Google Analytics
Whether your installation is working
Verify Your Installation
Testing on a development store
You can evaluate Elevate A/B Testing on a development store before rolling it out to a live one. Install the app on the development store, then contact us through live chat or email and we will enable access for testing.
Done For You
Prefer to hand the work over? Our Done For You service puts a dedicated CRO team on your store: they build your testing strategy from your data, set up and launch the experiments, and send you weekly performance reports.
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