Sprusify

Support

If you need help with Sprusify, follow these steps to get the fastest resolution. Include relevant logs and IDs in your request to reduce back-and-forth.

  1. Self-help resources
  • Review the documentation pages (overview, store-owner, affiliate-user, advanced integrations) for setup and troubleshooting steps.
  • Use the Troubleshooting & FAQ page for common issues and quick fixes.
  1. Gather information before contacting support
  • Affiliate ID and email.
  • Order ID and Shopify order number.
  • Click ID or click timestamp (if available).
  • Screenshots of the affiliate dashboard or admin views showing the issue.
  • Environment (production/staging), store domain, and app version.
  1. Submit a support ticket
  • In the Sprusify admin → Support, create a new ticket and paste the details above.
  • Attach exported logs or CSV slices when possible.
  1. What support will do
  • Validate webhook deliveries and signature verification.
  • Re-run attribution for specific orders if webhooks were missed.
  • Provide guidance for Stripe Connect issues and payout troubleshooting.
  1. Escalation
  • For urgent financial or compliance issues, mark the ticket as high priority and include account/merchant contact info.
  1. Developer / technical contact
  • If you have a developer on the account, provide their contact to support for deeper technical troubleshooting (server logs, webhook replay).

Pro tip: anonymize personal data when sharing logs in public channels. For sensitive incidents, use secure channels or direct support with proper authentication. What to include when you contact support

  • Store domain, affected affiliate ID, example order ID, and a short description of the problem.
  • Screenshots or request IDs from webhook deliveries are very helpful.

Escalation

  • For urgent production outages, mark the email subject URGENT: Production outage and include timestamps.
  • For security incidents, send to security@sprusify.example.