Troubleshooting
Contact support
Collect the details CopyHero support needs to investigate a product, store, import, or workflow issue.
When a problem persists after the relevant troubleshooting steps, contact CopyHero support with the diagnostic details below.
Collect diagnostic information
- Open the affected Workflow History run, product, or store.
- Record the exact error message, the time it occurred, and the action you took.
- For workflow problems, include the workflow name, affected product, and failed job state.
- For store problems, include the store name and whether you already reconnected it.
- Remove or redact passwords, Client Secrets, access tokens, and other credentials before sharing anything.
Expected result
Support has enough context to locate the affected run or configuration without you sharing sensitive credentials.
Errors and limits
Do not send Shopify Client Secrets, access tokens, or copied authorization URLs. If you can still reproduce the problem, keep the failed run available rather than deleting it before support can review the details.