Merchant support

Get help without exposing sensitive data

Find safe next steps for common ZenProfit issues or send our support team a request with the details needed to investigate.

Email support View common fixes

Response target: within two business days, Monday–Friday, Vietnam time (excluding public holidays). Security reports are triaged as soon as possible.

What to include

Your .myshopify.com shop domain
The page and action that failed
Date, time and timezone
Correlation ID, if ZenProfit shows one
Expected and actual result

Open a pre-filled email

Keep the request safe

Do not send passwords, access or refresh tokens, payment details, raw customer/order exports, customer names, addresses or emails. Redact screenshots before attaching them. ZenProfit will never ask for your merchant password.

Report a security concern

Privacy requests

Request data access or deletion from the store owner's verified business email. We may verify store ownership before acting. See our Privacy Policy for the process and our Terms of Service for service terms.

Start a privacy request

Troubleshooting

Frequently asked questions

Use these steps before retrying or changing a connection.

Installation or Shopify access

Open ZenProfit from Shopify Admin. If authorization was interrupted, start the install again from the approved ZenProfit listing. Never send us a Shopify password or Admin API access token.

A store sync is slow or failed

Check the sync status shown in ZenProfit and wait for an active sync to finish. If no sync is running, retry once. Do not repeatedly start syncs or uninstall the app. Contact us with the timestamp, timezone, stage and correlation ID if the retry fails.

COGS or product margin looks incomplete

Review Products for sold variants with missing COGS. New cost values affect new calculations; saved historical results do not silently change. Use the Recalculate workflow when you intentionally need a historical restatement.

Expenses or advertising spend looks wrong

Check the selected date range, currency and provider's last-sync status. Avoid adding the same advertising spend manually when it is already synced. If a provider is unavailable, keep the manual expense clearly labelled and contact us before reconnecting repeatedly.

A report is pending, failed or expired

Large reports are prepared in the background. Refresh the report history before regenerating it. A failed report can be retried once; an expired download must be generated again. Include the report ID or correlation ID, but do not attach raw order or customer exports.

Plan, trial or billing help

Shopify manages ZenProfit subscription approval and charges. Check the current plan and billing state in ZenProfit, then review the charge in Shopify Admin. You can also compare current plans. For a mismatch, email us with the shop domain and charge date—never send payment card or bank details.

Connected accounts

Disconnect and revoke advertising access

Disconnect the advertising account from ZenProfit Settings. This stops future synchronization in ZenProfit.
Open the advertising provider's own business/account security settings and remove ZenProfit's authorization there. This revokes provider-side access.
If either step fails, do not reconnect repeatedly. Send the provider name, safe account label, timestamp and correlation ID to support. Never send the provider token.