Email us
Response times
We aim to respond to every email within 1 business day (Monday–Friday, 09:00–18:00 Europe/Amsterdam). For most issues we respond same-day. We do not currently offer 24/7 paid support; if you need an emergency contact for a production-affecting incident, mention "URGENT" in the subject line and we will treat it as a priority.
What to include
To help us resolve your issue quickly, please include:
- Your shop domain (e.g.
example.myshopify.com). - Which StoreBack feature you're using (Backup, Restore, Export).
- What you were trying to do and what happened instead.
- Approximate time of the issue (with timezone) — helps us locate it in our logs.
- Any error message you saw, copied verbatim where possible.
Common topics
I just installed the app and can't see my snapshots
Snapshots are kept on our side for 30 minutes only — they are designed to be downloaded immediately or pushed to your Google Drive for long-term storage. If you connected Google Drive, check the "StoreBack — your-shop.myshopify.com" folder in your Drive. If you didn't connect Drive, the snapshot has expired; click "Back up now" again.
Email notifications: how do I opt out?
Open the embedded app inside Shopify admin and turn off the categories you don't want. Every email we send also includes an "unsubscribe from all notifications" link at the bottom that disables every category at once. Operational messages (account deletion confirmations etc.) are not affected by these toggles.
Drive disconnection / "needs reauth"
If we get an "invalid token" response from Google Drive (e.g. you revoked our access from your Google account, or the refresh token expired), the embedded app surfaces a "Reconnect Google Drive" banner. Click it and complete the OAuth flow again — schedules and notifications resume automatically.
Uninstalling and data deletion
Uninstalling the app from Shopify admin scrubs your access token immediately on our side. Snapshot bodies are already gone (30-minute TTL); your Drive folder remains under your control. To request explicit deletion of any remaining metadata (manifests, audit log lines), email us with subject "Delete my data" and your shop domain — we'll confirm within 30 days.
Privacy + security
See our Privacy Policy for what data we process, how it's stored, and the list of sub-processors. For security reports specifically, email support@lambdahouse.cc with subject "Security" — we'll acknowledge within 1 business day and coordinate disclosure.