Contact support

Optivo is supported by Golden Info Systems Limited. A real person reads every message.

Before writing in, it is worth a minute on Troubleshooting — the large majority of reports turn out to be the app embed being switched off, or an option set still in draft. Both take seconds to check and both look exactly like “the app is broken”.

How to reach us

From inside the app	Use the Get help section on the app home page when support channels are configured — it identifies your store automatically
Email	info@goldeninfosystems.com
Response time	Within one business day
Hours	Monday to Friday

Writing in from the app saves you a round trip: we can see which plan you are on, which option sets exist and whether the embed has been seen running, none of which you then have to describe.

What to include

The more of this you can give us, the fewer rounds it takes:

1. Your shop domain — your-store.myshopify.com.
2. A link to an affected product page, so we can see it ourselves.
3. What you expected, and what happened instead. “The engraving field doesn’t appear on product X” is more useful than “it’s broken”.
4. Your theme’s name, for anything to do with layout or where fields render.
5. A screenshot, for anything visual.

If the product page is password-protected or the store is pre-launch, say so — it changes what we are able to check from outside.

Pricing reports come first

If a customer was charged the wrong amount, or the price preview disagreed with the cart, treat it as urgent and we will too. Include:

• The product, and the exact choices the customer made.
• The figure shown in the preview.
• The figure actually charged.
• The line quantity.

Preview and charge are built from the same published configuration and should always agree. A mismatch is a bug, not a setting. Please do not adjust your prices to compensate without telling us — that hides the fault and makes it harder to find.

Reporting a security issue

Email info@goldeninfosystems.com directly rather than opening a public ticket, and please give us a reasonable window to fix the issue before disclosing it.

Useful to include: what you did, what you observed, and the impact you believe it has. You do not need a working exploit for us to take it seriously.

Feature requests

Tell us the problem rather than the feature.

“Customers order the wrong size because they can’t see the size guide” gives us more to work with than “add a tooltip” — and often has a solution available today, such as a Paragraph above the size field or an HTML block holding the guide itself.

Before you uninstall

If Optivo is not working out, we would rather hear why than not. Uninstalling explains what is removed and what is kept, so you know where you stand either way.