--- title: Chat with Actorly support from inside the app | Actorly description: Choose Chat with us in the footer of an Actorly page to start a chat. It loads only when you click and tells support facts such as your store name and plan. canonical: https://actorly.app/docs/when-something-looks-wrong/chat-with-us --- # Chat with Actorly support from inside the app Choose **Chat with us** in the footer of an Actorly page to start a chat with support. Nothing from the chat service loads until you click, and the chat is told some facts about your store and plan so you do not have to type them. The **contact support** email link sits beside it, and you can use either. Watch and Restore Updated Oct 15, 2026 ### On this page 1. How do I start a chat? 2. When does the chat load? 3. What is the chat told about my store? 4. Frequently asked questions ### In this topic: When something looks wrong - [Is Actorly recording my store?](https://actorly.app/docs/when-something-looks-wrong/is-actorly-recording) - [A change I made is not showing in Actorly](https://actorly.app/docs/when-something-looks-wrong/a-change-is-not-showing) - [Some changes could not be added to your history](https://actorly.app/docs/when-something-looks-wrong/changes-are-not-being-recorded) - [Chat with Actorly support from inside the app](https://actorly.app/docs/when-something-looks-wrong/chat-with-us) - [Fix common problems in Actorly](https://actorly.app/docs/when-something-looks-wrong/common-problems) ## How do I start a chat? 1 **Scroll to the footer.** At the bottom of the Actorly pages, once your store has finished setup, it reads "Visit our Help center or contact support." followed by **Chat with us**. The footer of an Actorly page. Chat with us follows the Help center and contact support line. 2 **Choose Chat with us.** The chat opens on the page. If it does not open at once, Actorly shows that it is connecting. 3 **Write your message.** Say what you were doing and what you saw. For a restore, include the Job ID. If the chat cannot load, for example because a browser extension blocks it, Actorly says so and you can email Actorly support instead. ## When does the chat load? Only when you click. Chat with us does not load the chat service when a page opens. Its script is added to the page only when you choose it, so a page view carries no third-party script. ## What is the chat told about my store? These facts are sent so support can see whose store they are helping with. They come from your install. They are about your store: the app cannot tell the chat the name or email of the person who is typing. - Your store's name and its myshopify.com domain. - The store owner's name, and the owner's and contact email addresses. - Your Shopify plan and your store's currency. - Your Actorly plan, Actorly Watch or Actorly Restore, and its billing status and interval. - The version of Actorly you are using and your language. - The date you installed Actorly. - The page of the app you are on, without any item numbers. - Facts about the state of your history and plan: whether history is still importing, the last change recorded and how many were recorded in the last 30 days, how many changes could not be recorded, restores used and left, the last restore's outcome, date and Job ID, theme backup state, whether access is missing, a pending customer data request, and days since install. ## Frequently asked questions ### Do I have to use the chat? No. The Help center and the contact support email link sit in the same footer line. ### Can the chat see my customers or orders? No. The facts it is given are about your store and your plan, listed above. Customers, orders and Shopify IDs are not among them. ### The chat did not open. What now? Choose **Chat with us** again, or use **contact support** to send an email. If a browser extension blocks the chat, Actorly says it could not load and you can email support instead. ### What should I tell support? What you were doing, and for a restore the Job ID and the step it stopped at. For a gap in your history, the record type and the Most recent time. ## Related articles [Fix common problems in Actorly Find the right answer fast when a change is missing, who made it says Unknown, there is no Restore button, a restore stopped or history cannot be read.](https://actorly.app/docs/when-something-looks-wrong/common-problems)[Is Actorly recording my store? Every state Actorly shows about recording your store, from Watching to Cannot read history: what it means and what to do.](https://actorly.app/docs/when-something-looks-wrong/is-actorly-recording)[Uninstall Actorly and what happens to your data Uninstalling Actorly removes your store's history, saved evidence and account records 48 hours later.](https://actorly.app/docs/keep-export-and-delete-your-history/uninstall-and-data) **Still stuck?** Chat with us, or write to [team@actorly.app](mailto:team@actorly.app). [Chat with us](https://actorly.app/contact)[Contact support](https://actorly.app/contact) © 2026 ONDUTYOPS LLC. All rights reserved.