Help and Support
If you need help with anything in Elevate — setting up an experiment, understanding your results, troubleshooting an issue, or anything else — our support team is here for you.
How to Reach Us
Live Chat
The fastest way to get help. Click the chat widget in the bottom-right corner of the Elevate app to start a conversation with our support team.
Email
Send us a message at [email protected]. We typically respond within a few hours during business hours.
What to Include in Your Request
To help us resolve your issue as quickly as possible, include the following when reaching out:
Your store URL — So we can look up your account
Experiment name or ID — If the issue is related to a specific experiment
What you expected to happen — And what actually happened
Screenshots — Of any errors, unexpected behavior, or confusing results
Steps to reproduce — If applicable, what you did before the issue occurred
The more context you provide upfront, the faster we can help.
Done for You
If you'd prefer hands-on help setting up experiments, configuring your store, or building a testing roadmap, check out our Done for You service in the Elevate settings. Our team can handle the setup for you.
Self-Service Resources
Before reaching out, you might find your answer in these docs:
FAQ — Quick answers to the most common questions
Reports Overview — Understanding your experiment results
Statistical Significance — When to trust your results
Analytics Discrepancies — Why numbers differ across platforms
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