Recharge Support is available 24 hours a day, 7 days a week, 365 days of a year. Recharge is committed to providing exemplary support and is ready to assist with your needs and issues as they arise.

This guide provides clarity on requests that fall within the Recharge scope of support, and requests that do not, to ensure that Recharge can meet the highest standard of service. 

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Accounts and user permissions

Recharge Support can:

• Review access issues and diagnose which permissions may be required.
• Provide instructions on making permission changes or adding/deleting accounts.
• Enable the account and user permissions feature for stores who installed prior to November 2021.
• Change the Store Owner's e-mail address by request of the Store Owner. For more information, see Support Security Policy.

Recharge Support cannot:

• Make adjustments to user permissions.
• Add or delete user accounts. For instructions, visit Enabling Recharge user and account permissions.

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Analytics

Recharge Support can:

• Troubleshoot the Recharge Analytics suite.

• Provide analytics resources.

Recharge Support cannot:

• Calculate or analyze your analytics.

• Provide custom walkthroughs or reports.

• Provide best practice or analytics advice.

• Resolve discrepancies across various analytics platforms due to the proprietary nature of other analytics systems. See Comparing Recharge Analytics to third-party platforms for more information.

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API and SDKs

Recharge Support can:

• Provide information about the functionalities of the Recharge API and SDKs.

• Provide status updates of API uptime and downtime. 

• Provide available Recharge resources related to the API and SDKs, such as the API reference and the developer documentation.

Recharge Support cannot:

• Provide assistance with custom build requests or custom scripts.

• Advise on how specific merchants are using the API and SDKs.
• Troubleshoot or provide assistance for the API and SDKs via chats.
• Configure external access to the API.
• Make API calls on your behalf.

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Bulk updates and tools

Recharge Support can:

• Provide guidance and instruction on how to use bulk update tools.
• Troubleshoot error messaging and any unexpected issues.
• Process bulk update CSVs with more than 50 rows for the following approved bulk updates:

• Prepaid order dates
• SKU regeneration 
• Shipping regeneration (Dynamic rates)

Recharge Support cannot:

• Prepare CSVs for bulk updates. 
• Validate the accuracy of prepared CSVs.
• Process bulk updates outside of the approved list mentioned in the previous section.
• Process bulk updates with less than 50 rows from the approved bulk updates list mentioned in the previous section.

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Charge errors and dunning

Recharge Support can:

• Provide resources and guidance on the automatic retry settings.
• Provide resources and guidance on the source of the error.
• Assist with adjusting the charge processing time. 

Recharge Support cannot:

• Retry charges outside of the automatic dunning process.

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Code modifications and custom coding

Recharge Support can:

• Troubleshoot to determine if custom code may be impacting functionality.

• Provide best practice advice or highlight similar implementations.

• Provide recommendations or links to third-party developers.

Recharge Support cannot:

• Make direct code modifications (unless otherwise noted in our documentation).

• Write code for your subscription widget.

• Review the validity of modified code.

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Customer portal

Recharge Support can:

• Provide assistance in understanding the customer portal functionality.

• Explain the benefits of the available portals.

• Troubleshoot unexpected issues that may arise.

Recharge Support cannot:

• Provide code modification or example code.
• Troubleshoot custom CSS or other portal code.
• Build custom portals through the Theme Engine.
• Run speed tests or escalate speed test results.

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Discounts

Recharge Support can:

• Troubleshoot any unexpected issues.
• Provide guidance on discount code set-ups based on your desired outcome.
• Bulk create discount codes if you have 100+ discount codes that need to be created.

Recharge Support cannot:

• Create discount codes for you outside of the bulk creation process.
• Run test transactions to confirm functionality.
• Apply custom checkout code to enhance your discount offering.
• Import discount codes from another ecommerce platform for you.
• Apply discount codes in bulk (with the exception of SCI merchants).

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Exports and data reports

Recharge Support can:

• Direct you to the tool and highlight which exports will contain certain data
• Troubleshoot the functioning of the tool
• Provide guidance as to which export should be used for bulk updates
• Suggest alternate methods to access data contained in exports, such as through the API.

Recharge Support cannot:

• Analyze the data contained in your exports
• Create exports for your store using (but not limited to) the Export Builder, API, and SQL.
• Create custom reports or combined reports from your store data.

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Grow

Our support team focuses on general guidance and functional confirmation. While we're here to help, we may not cover all specific scenarios in depth. For additional assistance, please reach out to a Recharge Partner or your Customer Success Manager. 

Checkout Upsell and Checkout Cross-sell

Recharge Support can:

• Offer general guidance on flow set-up and adding app blocks to checkout.
• Review created flows to verify functionality. 

Recharge Support cannot:

• Design or create flows.
• Troubleshoot issues with checkout, except for confirming the correct configuration of Recharge features. 
• Provide advice or code recommendations for customizing the checkout. 
• Provide advice or testing on third-party app compatibility with flows.

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Legal settings

Recharge Support can:

• Instruct on how to use Recharge's legal settings.

• Troubleshoot Recharge's legal settings.

• Provide links to Recharge's legal policies.

• Escalate issues pertaining to unlawful uses of Recharge to the Recharge legal team.

• Escalate issues related to tools that may impact legal compliance.

Recharge Support cannot:

• Provide legal advice.

• Ensure that you are legally compliant.

• Adjust any legal settings on your account.

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Multi-currency

Recharge Support can: 

• Provide resources on the multi-currency feature.
• Provide information about the functionalities of multi-currency.
• Identify what currencies a store is selling in.

Recharge Support cannot:

• Enable multi-currency for you. See Shopify Markets.
• Move subscriptions for customers with two Address IDs and different currencies.
• Configure your currency offerings. 
  • This is done in Shopify Markets settings and these settings automatically sync with Recharge. 
• Make adjustments to multi-currency rates set in Shopify Markets.
• Change currency offerings for you.

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Notifications

Recharge Support can:

• Provide clarification on the notification delivery path.
• Recommend additional resources to improve engagement in your notifications.
• Confirm if a notification has been sent.
• Confirm the status of a notification.

Recharge Support cannot:

• Provide support for notification issues once the notification has been sent (ie. emails that may end up in spam).
• Troubleshoot issues related to your domain provider.
• Design or code custom notification templates.
• Provide guidance or troubleshoot custom variables.
• Set up DMARC, SPF, DKIM, or other types of records.

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Payment processors

Recharge Support can:

• Confirm error messaging as it appears in the Recharge app.

• Provide instructions on set-up for compatible payment processors.

• Investigate issues related to OAuth.

• Update verbiage for store billing statements.

• Add a Braintree merchant account id in the event of multiple accounts in one gateway.

Recharge Support cannot:

• Set up payment processors in the app (with the exception of test credentials or Authorize.net).

• Investigate error messages sent by the payment processor outside of information available publicly.

• Account for payments made outside of the connected payment processor.

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Products, product rules, collections, and bundles

Recharge Support can:

• Advise on how best to set up product rules based on common subscription models.
• Review your subscription product setup and confirm if it is correct based on your desired outcomes.
• Provide resources on how you can confirm your product settings, including resources on running test transactions.
• Provide guidance on updating your existing product and subscription properties.

Recharge Support cannot:

• Create subscription rules, collections, or bundles for your store - either individually or in bulk.
• Run test transactions to confirm if your product configuration is correct.
• Make changes to products or product rules, both new and existing properties (with the exception of certain bulk updates)

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Quick Actions

Recharge Support can:

• Answer questions related to the functionality of Quick Actions.
• Troubleshoot any technical issues that arise with Quick Actions or the Klaviyo integration.
• Confirm error messaging received by Klaviyo.
• Provide set-up instructions.

Recharge Support cannot:

• Set up or modify settings related to Quick Actions.
• Create or design Quick Actions URLs.
• Run tests to confirm that your Quick Actions are configured correctly.

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Recharge Checkout and order processing

Recharge Support can:

• Provide resources and guidance on adjusting checkout settings.
• Provide information on the Recharge Checkout status via the status page.
• Troubleshoot unexpected issues or explain error messaging.

Recharge Support cannot:

• Provide the ability for stores to make Javascript or HTML modifications to checkout.
• Provide support for custom CSS modifications or write custom CSS.
• Manually update charge and order status.
• Run test transactions.
• Run speed tests or escalate speed test results.

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RechargeSMS

Recharge Support can:

• Answer basic questions related to the functionality of RechargeSMS.

Recharge Support cannot:

• Set up or modify settings related to RechargeSMS.
• Troubleshoot issues.
• Run tests to confirm SMS settings are configured correctly
• Make code changes, including manually installing the opt-in widget

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Retain 

Our support team focuses on general guidance and functional confirmation. While we're here to help, we may not cover all specific scenarios in depth. For additional assistance, please reach out to a Recharge Partner or your Customer Success Manager. 

Rewards and Cancellation Prevention flows 

Recharge Support can:

• Offer general guidance on flow set-up.
• Review created flows to verify functionality.
• Troubleshoot flow functionality on pre-existing orders.

Recharge Support cannot:

• Design or create flows.
• Run test transactions to confirm the proper configuration.
• Provide advice or custom code on building custom flows outside the tool provided.
• Provide advice or testing on third-party app compatibility with flows.

Failed Payment Recovery

Recharge Support can:

• Confirm if a notification has been sent.
• Provide guidance on how to edit notification content.

Recharge Support cannot:

• Identify if and when a notification will be sent.
• Provide details on how notification schedules are determined.
• Provide support for notification issues once the notification has been sent (ie. emails that may end up in spam).
• Design or code custom notification templates.
• Write or provide guidance on writing the body or subject line of notifications. 
• Troubleshoot issues within Klaviyo per our Scope of Support for Apps and Integrations.

Please see Scope of Support for Notifications for additional information.

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Shipping

Recharge Support can:

• Troubleshoot issues with Recharge Shipping Zones and Rates.
• Provide resources on setting up shipping rules, such as Offering free shipping on subscription orders.
• Explain the functionality of settings, such as dynamic rates versus retained rates.

Recharge Support cannot:

• Troubleshoot third-party shipping app issues.
• Troubleshoot issues with Shopify Shipping.
• Set up your shipping rules or adjust settings.

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Store creation and onboarding

Recharge Support can:

• Provide resources on onboarding best practices.

• Review set-up prior to store launch based on the Recharge onboarding checklist.

• Confirm widget installation.

• Troubleshoot widget display issues.

• Share onboarding resources, such as the Merchant HQ.

Recharge cannot:

• Provide dedicated onboarding calls.

• Customize your storefront or widget.

• Run test orders. For instructions on running test orders, see Running a test transaction with the Shopify Checkout Integration.

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Subscription widget

Recharge Support can:

• Assist with the installation or removal of the subscription widget.
• Advise on removing code belonging to other subscription apps prior to installing Recharge.
• Provide available resources from Recharge documentation on widget modifications.
• Troubleshoot unexpected behavior on the out-of-the-box widget.
• Explain the functionality of the widget, how a customer may interact with the widget, and the default behavior.

Recharge cannot:

• Assist with integrating the subscription widget on non-product pages. Refer to Changing the subscription widget location on the product page, Adding an item to the cart with Ajax, or reach out to a Recharge Agency Partner to implement this custom setup.
• Provide support for custom widgets.
• Provide custom coding for the widget outside of the default widget code.
• Advise on why widget load speed may be slow.
• Run speed tests or escalate speed test results.

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Taxes

Recharge Support can:

• Troubleshoot your tax settings in Recharge.

• Instruct on how to use the app to set up taxes.

• Make adjustments to flat rates for countries or states if using the Recharge Checkout on Shopify.

• Make adjustments to economic nexus states and/or rates if using the Recharge Checkout on Shopify.

• Escalate tax issues pertaining to outdated tax rates in Recharge.

Recharge Support cannot:

• Provide tax advice.

• Ensure your tax settings are compliant.

• Adjust tax settings contained in the Recharge UI.

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Theme Engine

Recharge Support can:

• Answer questions about Theme Engine capabilities.
• Troubleshoot unexpected issues with the Theme Editor.
• Provide suggestions on Recharge Agency Partners who have experience working with the Theme Engine.

Recharge Support cannot:

• Make changes directly to your theme files.
• Provide custom coding advice.
• Review Theme Engine coding.

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Third-party apps

Recharge Support can:

• Suggest third-party apps that provide a feature or solution that is not provided out-of-the-box.
• Provide support for Recharge-supported apps.
• Receive suggestions for future integrations.
• Direct merchants to the contact information for integrations that are supported by the third-party app.

Recharge Support cannot:

• Provide third-party app support for apps that do not integrate into Recharge.
• Provide third-party app support for apps that are supported by the app directly, as outlined in Apps and integrations compatible with Recharge.

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Translations

Recharge Support can:

• Provide troubleshooting or guidance to the Translations page in the Recharge app.

Recharge Support cannot:

• Input translation content into the app on your behalf.
• Provide translation services.

• Adjust front-end code to modify language.

• Provide troubleshooting help or guidance to modified code.

• Provide troubleshooting for third-party app interference of language or translations.

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Workflows

Recharge Support can:

• Provide guidance on workflows set-up.

• Review created workflows to determine functionality.

• Troubleshoot workflow functionality on pre-existing orders.

Recharge Support cannot:

• Design or create workflows.

• Run test transactions to confirm proper configuration.

• Provide advice or custom code on building custom workflows outside of the tool provided.

• Provide advice or testing on third-party app compatibility with workflows.