# Contact ScaleUp

Questions about conversion tracking, or something not working the way it should? Here is where to reach us, and which channel gets you an answer fastest.

## How to reach us

### Live chat

Chat with us now — Fastest

Talk to us directly when you are mid-setup and stuck.

### Email support

support@tryscaleup.org — Replies within 6 hours

Best for store-specific issues. Include your .myshopify.com domain.

### In-app support

Inside Shopify admin — Sees your setup

Ask from Shopify admin and we can see your pixel setup.

### Reach the founder

jamie@tryscaleup.org — Escalation

If support has not got you anywhere, or you want to talk partnerships, product feedback, or something we are not taking seriously enough — write to Jamie directly.

## Before you write

Most tracking questions already have a documented answer, and checking first usually saves a round trip.

- [Frequently asked questions](https://tryscaleup.org/faq): Setup, billing, permissions, and how ScaleUp compares to Shopify's own Google channel.
- [Troubleshooting guides](https://tryscaleup.org/resources): Missing conversions, GCLID not reaching checkout, double counting, and wrong conversion values.
- [Glossary](https://tryscaleup.org/glossary): Plain definitions for GCLID, Enhanced Conversions, attribution windows, and related terms.

## Who you are writing to

ScaleUp is a small, independent team. Our first product is Google Ads conversion tracking for Shopify stores, and we are building more for Shopify merchants. We are a verified Shopify Partner and a Google Partner. There is no outsourced support desk, so replies come from the people who build the software.

## What we cannot help with here

- Google Ads account, billing, or policy decisions. Those belong to Google Ads support.
- Shopify plan, theme, or checkout questions unrelated to tracking. Shopify support handles those.
- Account data requests through this website. This site has no accounts and stores no merchant data. Sign in through Shopify admin instead.