# Support

Need help with Draft Order Magic? Find answers to common questions, troubleshooting guides, and contact information.

## Quick links

* [Contact support](/draft-order-magic/support-and-help/contact-support.md) - Email or message Responsive Media
* [Troubleshooting](/draft-order-magic/support-and-help/index-1.md) - Common issues and solutions
* [Account & data](/draft-order-magic/support-and-help/index-2.md) - Uninstalling and data management

## Common issues

### Editor and drafts

* [Editor not loading or showing errors](/draft-order-magic/support-and-help/index-1/editor-not-loading.md)
* [Custom prices not saving correctly](/draft-order-magic/support-and-help/index-1/custom-prices-not-saving.md)
* [Draft orders not appearing in list](/draft-order-magic/support-and-help/index-1/editor-not-loading.md)

### PDF generation

* [PDF won't generate or download](/draft-order-magic/support-and-help/index-1/pdf-generation-issues.md)
* [PDF missing information or formatting wrong](/draft-order-magic/support-and-help/index-1/pdf-generation-issues.md)
* [Logo not appearing in PDF](/draft-order-magic/support-and-help/index-1/pdf-generation-issues.md)

### Customer accounts

* [Customer account extension not showing](/draft-order-magic/support-and-help/index-1/customer-extension-not-showing.md)
* [Draft orders not visible to customers](/draft-order-magic/support-and-help/index-1/customer-extension-not-showing.md)
* [B2B aggregation not working](/draft-order-magic/support-and-help/index-1/customer-extension-not-showing.md)

## Before contacting support

To help us resolve your issue quickly, try these steps first:

### 1. Check the documentation

Search this help center for your specific issue. Most common problems have detailed solutions.

### 2. Clear browser cache

Many issues are resolved by clearing your browser cache:

* **Chrome**: Cmd/Ctrl + Shift + Delete
* **Firefox**: Cmd/Ctrl + Shift + Delete
* **Safari**: Cmd + Option + E

### 3. Try a different browser

Test in a different browser to rule out browser-specific issues:

* Chrome
* Firefox
* Safari
* Edge

### 4. Check Shopify status

Visit [Shopify Status](https://www.shopifystatus.com/) to see if there are any platform-wide issues.

### 5. Verify app permissions

Ensure Draft Order Magic has the necessary permissions in Shopify admin.

## When to contact support

Contact us if:

* ✅ You've tried troubleshooting steps
* ✅ The issue persists across browsers
* ✅ You need help with configuration
* ✅ You have a feature request
* ✅ You need billing assistance

## Response times

**Typical response times:**

* Email: Within 24 hours (business days)
* Urgent issues: Within 4-8 hours (business days)
* Complex issues: May require follow-up

**Business hours:**

* Monday-Friday, 9 AM - 5 PM AEST (Australian Eastern Time)
* Closed weekends and Australian public holidays

{% hint style="info" %}
Response times are estimates. We aim to help you as quickly as possible.
{% endhint %}

## What information to include

When contacting support, please include:

### Essential information

* Your store name (mystore.myshopify.com)
* Description of the issue
* What you were trying to do
* What actually happened
* When the issue started

### Helpful details

* Draft order number (if applicable)
* Screenshots of the issue
* Browser and version
* Steps to reproduce
* Error messages (exact text)

## Self-service resources

### Feature documentation

Complete guides for all features:

* [Draft order editor](/draft-order-magic/draft-order-editor/index.md)
* [Templates](/draft-order-magic/templates/index.md)
* [Print & PDF](/draft-order-magic/print-and-pdf/index.md)
* [Customer accounts](/draft-order-magic/customer-accounts/index.md)
* [Abandoned checkouts](/draft-order-magic/abandoned-checkouts/index.md)

### Shopify resources

* [Shopify Help Center](https://help.shopify.com/)
* [Shopify Community](https://community.shopify.com/)
* [Shopify API Documentation](https://shopify.dev/docs)

## Feature requests

Have an idea for a new feature?

We'd love to hear it! When submitting a feature request:

1. Describe the feature clearly
2. Explain your use case
3. Share how it would help your business
4. Provide examples if possible

[Submit feature request →](/draft-order-magic/support-and-help/contact-support.md)

## Report a bug

Found a bug?

Please report it with:

* Detailed description
* Steps to reproduce
* Expected vs. actual behavior
* Screenshots or screen recording
* Browser and device information

[Report bug →](/draft-order-magic/support-and-help/contact-support.md)

## Feedback

We value your feedback! Let us know:

* What's working well
* What could be improved
* What features you'd like to see
* Your success stories

[Share feedback →](/draft-order-magic/support-and-help/contact-support.md)


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