Contact support
If the other troubleshooting pages didn’t solve your issue, the Cartsaver support team is ready to help. This page tells you exactly what to include in your message so we can fix the problem quickly.
What to include before opening a ticket
Section titled “What to include before opening a ticket”Attach the following so the team can diagnose without back-and-forth questions:
| Information | Why it matters |
|---|---|
| Your Shopify store URL | So we can locate your account (with your permission). |
| The affected order number | To open the relevant logs immediately. |
| Customer phone number (international format) | To identify the routing path. |
| The affected channel | WhatsApp or SMS. |
| Timestamp of the issue (UTC, ISO 8601) | To match against provider logs. |
| Screenshot of the error (if any) | For visual issues. |
| Steps you’ve already tried | So we don’t repeat what didn’t work. |
How to reach us
Section titled “How to reach us”Email Cartsaver support:
Write a clear subject line, for example:
Cartsaver — OTP not arriving via WhatsApp — Order #1052
Expected response times
Section titled “Expected response times”| Plan | First response |
|---|---|
| Free | Subject to availability, typically 24-48 hours |
| Advanced | Within 24 business hours |
| Unlimited | Within 12 business hours |
| Scale | Within 2 hours, 24/7 |
Support hours: Sunday to Thursday, Cairo time (GMT+2).
Urgent issues
Section titled “Urgent issues”If you’re on Scale, or if you’re facing an outage that’s preventing orders entirely, add the word “URGENT” to your subject line — this flags the case for immediate attention.
Tracking your case
Section titled “Tracking your case”After you open a ticket, you’ll get a support engineer’s reply with a tracking number. Keep it handy on every follow-up; it lets the team open every detail of your case with a single click.
Other channels
Section titled “Other channels”- Main site: cartsaver.net
- App Store listing: apps.shopify.com/cartsaver-otp-cod — includes a “Contact developer” form.
We respond to every ticket — even on Free. Thanks for choosing Cartsaver. 💙