Need Help? Contact Us

Follow

If you need help, we are here for you. Here are five ways you can reach out to us:

Bold Commerce is available during the following hours (Central Time, UTC - 6):

  Office Hours Live Chat Support Phone Support
Monday  8 AM to 9 PM  9 AM to 8 PM  9 AM to 4:30 PM
Tuesday  8 AM to 9 PM   9 AM to 8 PM  9 AM to 4:30 PM
Wednesday  8 AM to 9 PM   9 AM to 8 PM  9 AM to 4:30 PM
Thursday  8 AM to 6 PM   9 AM to 4:30 PM  9 AM to 4:30 PM
Friday  8 AM to 4:30 PM   9 AM to 4:30 PM  9 AM to 4:30 PM
Saturday  9 AM to 5 PM   10 AM to 3 PM  Closed
Sunday Closed  Closed  Closed

We are closed most Canadian holidays.

Our Merchant Success team is dedicated to providing personalized, one-on-one support when you need it most. You can book a call for questions related to on-boarding, a technical issue, or if you just want to chat!

Note: While we do offer phone calls for technical issues, we're not able to guarantee that the issue will be resolved over the phone. Shopify, along with the apps on its platform, are quite complex and the issue may require additional investigation to solve.

Visit Bold Apps - You Can Book Me for more information on how to book a call with one of our specialists.

Our Help Center is a great place to find answers to many common questions, great tutorials, and troubleshooting steps. From the Main Help Center Page, select the app you have a question about, and you'll find an answer there.

Our Community is a great place to get peer to peer support for Bold apps. The Community is also monitored by our fantastic Merchant Success team so you can be sure to get a quick answer.

Can't find what you are looking for? Let us help you. Open a Support Ticket, and we will respond within a day (but usually within a couple of hours).

You can Live Chat or call us at +1-855-211-BOLD or +1-204-808-8095.

When calling, to help us respond efficiently, please provide the following information

  • Your support request number. Don't have one? Email: support@boldcommerce.com
  • Your myshopify.com store address (It helps us if you can spell out the web address)
  • Your email address
  • Your telephone number
  • A detailed description of the issue. What steps can we follow to reproduce the issue, what is the expected result?

We will do our best to respond to voicemails within one business day.

23 out of 25 found this helpful

Comments

12 comments
  • Hello,
    I would like that when customers have to choose the frequency of their subscription, this frequency appears in French. For example "per year" instead of "Yearly" and "per month" instead of "monthly". Where can I make this change?
    Looking forward to your answer.

    0
    Comment actions Permalink
  • Hi there!

    Mel here - I'm an App Specialist on the Bold Subscriptions Team. Happy to help you out with this.

    You can make language adjustments to the widget shown on your product pages by updating the fields found in your Bold Subscriptions app under Settings > Language Settings > Widget. Once you've modified the fields to your liking, simply save your changes and refresh your page on the front end.

    If you'd like any further assistance with this or if you have any other questions at all feel free to email us at support@boldcommerce.com or reach out to us via any of the channels mentioned in the above article.

    Cheers!

    Mel

    0
    Comment actions Permalink
  • Hi, the upsell function didn't work with my theme. i tried to deactivate the Ajax cart in my theme, but it only redirects to the cart page when customers add a product to cart.

    Thank you

    1
    Comment actions Permalink
  • Hey Nisar!

    Thanks so much for reaching out :) There unfortunately could be a few different reasons as to why your Upsell offer is not working correctly on the site.

    I've gone ahead and created a ticket, on your behalf, with our Merchant Success team and they'll be more than happy to assist you further!

    Please respond to our email request with your .myshopify URL and just verify that we have access to the site; this will help us troubleshoot even faster :)

    Cheers,
    Brendin
    Knowledge Centre Manager

    0
    Comment actions Permalink
  • Hi ,
    I use Porto theme on my shopify store and I have activated the bold cashier but it doesn't seem to allow checkout in a different currency. Could you please help me ?
    My website is http://onyxglasses.com
    Many Thanks
    Alex

    0
    Comment actions Permalink
  • Hey Alex!

    Thanks so much for reaching out :) Cashier and Multi-Currency require a connected payment gateway for each currency that you want to accept on the storefront ---> https://support.boldcommerce.com/hc/en-us/articles/360000502543

    If the above steps have been followed, and you're still experiencing issues on the site, please contact our Merchant Success team for further assistance and they'll be glad to assist.

    Cheers,
    Brendin
    Knowledge Centre Manager

    0
    Comment actions Permalink
  • Hi,

    I'm in the process of creating my first shop, I'm using Bold subscription to make a subscription service for our products.

    However, I'm experiencing some issues getting everything to work.

    - I cannot go to checkout through the shopping cart, I get an "Recurringcheckout.com refused to connect" message.

    - I'm not entirely sure whether I've set the subscription system up properly, when putting to cart or buying from a product page, does the subscription just go through the normal Shopify buttons? I have a feeling that the checkout I'm getting isn't the correct one, I'm supposed to get a Bold checkout, and not the Shopify one, right?

    - When trying to complete an order through the current checkout system (Which I still think is a Shopify one) I get an error message saying I should replace "window.location.href =" with "window.top.location.href =" I can find two pieces of code that represent this in the link given by the dialogue box, and I've changed both to include "top", but I'm still having the issue.

    I have a feeling that the initial installation might not have been completed properly, I did the auto-run bot one. I have also been in contact with support with emails, and we've given a collaborator account full access.

    If possible I would love to connect to a live chat and get this fixed, especially because, as I mentioned, this is my first time setting up Shopify, and I'm having a hard time making it work with Bold Subscription, I'm sure I'll also have more questions as I get deeper into it.

    Thanks in advance.

    Kind regards
    Gavin

    0
    Comment actions Permalink
  • Hey Gavin!

    Thanks so much for reaching out :) Our Support team is located in Winnipeg, MB, Canada (CST -6) so unfortunately we do have a bit of a time difference between the two of us.

    Our chat service will be open within the next hour and a bit here if you want to speak with one of our agents in a live setting.

    I've also taken your notes here and added it to the ticket you currently have open with our team! Please let us know if you have any further questions and we'll be glad to answer as soon as we can.

    Cheers,
    Brendin
    Knowledge Centre Manager

    0
    Comment actions Permalink
  • Hello,
    I would like to ban a customer from using Bold with our website as he is engaging in fraud repeatedly.

    0
    Comment actions Permalink
  • Hey Christian!

    Thanks so much for reaching out :) Unfortunately we do not have a way, on our end, to prevent our clients' customers from using our checkout or app services.

    Your best bet in this situation would be to contact your payment gateway provider (if you're using Subscriptions or Cashier) and see if they have a way of preventing certain IP addresses from making purchases.

    Please let us know if you have any further questions in the meanwhile!

    Cheers,
    Brendin
    Knowledge Centre Manager

    0
    Comment actions Permalink
  • While testing Bold subscriptions upon checkout in Shipping address section, I enter address details but I get an error:

    "Unable to validate address. Please contact store owner."

    I have tried different test addresses but nothing works. I cannot go live with this site until I get around this issue.

    0
    Comment actions Permalink
  • Hi Cathy!

    It looks like you opened a ticket with us with the same question. We hope you got our response, since it seems you've been waiting to go live for at least a week now due this!

    To reiterate, if your store is currently password protected then this will cause issues with validating addresses. If you could try disabling the password protection, we believe this will solve the address validation issues.

    Please respond to our latest email if you're still having troubles with this, and our app specialists would be more than happy to look deeper into it for you!

    Cheers!
    Caitlin

    0
    Comment actions Permalink

Please sign in to leave a comment.