One inbox, read by the person who built it.
There is no ticket queue and no chatbot. Mail goes to a small team, and a real reply comes back.
Support and sales
Anything about rules, billing, a blocked customer, or whether Doorman fits what you are trying to do.
support@novastack.coSecurity reports
Found a vulnerability? Write to the same address with SECURITY in the subject and it gets triaged first. Our disclosure policy is published.
What to include
Most support threads take three messages when they could take one, because the first message says a visitor was blocked and nothing else. If you can, send these four things and the first reply will usually be the answer:
- Your store domain, the
.myshopify.comone. - Roughly when it happened, with your timezone.
- What you expected, and what happened instead.
- The visitor's country or IP, if a specific person was affected.
If a customer of yours was turned away and should not have been, say so in the first line. Those go to the front.
Response times
We aim to reply to everything within one business day, and usually faster. A report that a paying customer is being blocked in error is handled the same day it arrives. We are a small team in Europe, so a message sent late on Friday may wait until Monday unless it is one of those.
Before you write
Two answers cover a large share of the mail we get. If a rule is not taking effect, check whether it is running in simulation: a watching rule records what it would have done and turns nobody away, which looks identical to a rule that is broken. And if a search engine seems to be affected, open the Support screen inside the app, which states the exact conditions under which crawler verification can fail rather than making you guess.
Who we are
Doorman is built by NovaStack. The same small team runs access-control apps on two other commerce platforms. Correspondence in English or French, whichever you prefer.