Get help now
The fastest way to reach us is in-app chat. Click below to start a conversation with the support team. Prefer email? Reach us at support@upstackdata.com.Support channels
Live chat
Open the chat widget to talk with a support agent. Most messages get a response within a few hours during business hours.
Email support
For longer questions, account issues, or screenshots, email us at support@upstackdata.com.
Help center
Browse troubleshooting guides for the most common issues.
Documentation
Step-by-step guides for installation, destinations, and platform concepts.
Support hours
Our support team is available Monday through Friday, 9am–6pm ET. Outside business hours, you can still send a message — we’ll respond first thing the next business day. For urgent issues affecting production tracking, mark your message as Urgent and we’ll route it to an on-call engineer.Before you reach out
To help us resolve issues faster, work through the following when possible:- Verify your Upstack subscription is active — an expired trial, failed payment, or paused subscription stops event collection and syncing. Check Settings → Subscription or see Subscriptions and billing.
- Pixel ID (find it in Settings → Pixel in your dashboard)
- Store URL or domain you’re tracking
- Affected destination (Meta, TikTok, Klaviyo, etc.)
- Browser and OS if the issue is in the dashboard
- Screenshots of error messages or unexpected behavior
- Time range when the issue started
- Shopify theme name and any recently installed apps, for storefront issues
Common issues
If you’re hitting a known issue, our troubleshooting guides may resolve it without waiting for support:No events in dashboard
Verify your pixel is loading and events are reaching Upstack.
Destination disconnected
Check destination credentials and reconnect the integration.
Conversions don't match Meta
Reconcile differences between Upstack reporting and your ad platform.
Duplicate purchases
Diagnose and resolve double-counted conversions.