Support
Email support@keelcroft.com. Include your store domain and, for anything involving a specific alert or pre-order, the product and the time it happened.
Common questions
- Why did fewer people get an alert than are waiting?
- Alerts are sized to the stock that actually came back, multiplied by your setting. Everyone else stays queued and visible, and the next restock releases them.
- Why is an alert queued instead of sent?
- Either the monthly allowance for your plan is used up, or no sending identity is configured yet. Queued alerts are never discarded.
- The form does not appear on my product page.
- First create a rule for that product, then use Setup to enable the app embed or add the product-page block. Open the published product, not only the theme editor preview. Setup shows the last time a real product page called the app; if there is no timestamp, the extension is not active on that theme.
- Where should I place the form?
- The app embed attaches it to the product form automatically. For a deliberate position, use Setup to add the optional product block to the main product section and move it beside the buy button in the theme editor.
- An alert says it failed. Can I send it again?
- Yes, from the Overview page. Note the distinction the app draws: a message the provider refused is retried automatically, but a message whose request timed out is left alone, because it may already have been delivered and a retry would send a second copy. Resending one of those is your decision, not the app's.
- Somebody unsubscribed but signed up again.
- Signing up again from the product page is a fresh request, so it reverses an earlier unsubscribe. An address that bounced or reported a message as spam is never reversed by a form.
- Who is sent to Klaviyo or Omnisend?
- Only a shopper who ticked the separate marketing box. The box is always unchecked by default, and a forged request cannot grant consent while the merchant has hidden it. Provider sync runs after the signup, so a provider outage cannot break the storefront form.
- An integration sync failed.
- Reconnect the provider to verify its key and target. Rate limits are retried; an unknown outcome is not, because Klaviyo may already have sent its own confirmation. The app erases the queued address and puts the event in Needs attention instead of guessing.
- When do held pre-orders become shippable?
- Three triggers, and the app only ever releases holds it placed itself. Real stock arriving releases them automatically. A release date you set on the rule releases them on that date. Or you can release them yourself from the Products page at any time.
- What does the app change in my store?
- Only what you approve. Turning on a pre-order sets that variant to continue selling when out of stock, and the app records what the setting was before so it can put it back. It adds namespaced tags to pre-order orders and, if you enable it, holds the fulfilment of pre-order lines only.
- I want to remove the app.
- Use Disable and restore in the app before uninstalling. After uninstall the access token is revoked and the app can no longer restore your inventory settings or release its own fulfilment holds.