1 business day (weekday)
Configuration questions, billing questions, feature requests, scan interpretation. Sent during business hours North America time, replied to within one business day.
Support
Direct support.
No queues.
ClearConsent support handles compliance questions, scan issues, billing, and feature requests — typically within one business day on weekdays. No ticket queue, no scripted responses, no outsourced first-line support. Here's what to expect and the commitments behind it.
Every support email gets a real reply. The trade-off is honest about scale — outside North America business hours, expect a reply the next morning.
/ The trade-off
01 / Response times
What you can actually expect.
Same-day triage, weekdays
Banner not loading, scan failing, billing charge mismatch, anything user-facing on a paying merchant's storefront. Mark the email subject URGENT for fast triage. Investigation begins quickly; resolution time depends on the cause.
Priority triage during incidents
If clearconsent.app is down or degraded across merchants, investigation is prioritized immediately, including off-hours where needed. Automated monitoring tracks error rates around the clock.
Best-effort response
Non-urgent weekend emails get answered Monday morning. Urgent emails (tag: URGENT in subject) get attention same-day where reasonable.
02 / How to reach us
The channels.
Contact form Preferred
The contact form on this site is the primary path. It tags messages with your account context for faster triage.
In-app help tab
Inside the Shopify embed, the Help tab has a contact form pre-filled with your shop domain. Same destination, less typing.
Direct email
Reply to any ClearConsent email and the response goes straight to support — no ticket-system intermediaries between your message and the reply.
For fastest help: include your Shopify store domain, the page URL where the issue appears, and a screenshot if possible.
03 / Self-serve first
Things you can handle yourself.
FAQ · most-asked.
Pricing tiers, what the auto-blocker does, how the privacy policy installs, uninstall behavior, multi-store handling.
Read FAQ →Law detail pages.
Thresholds, requirements, and penalties for each US state plus GDPR and PIPEDA. Not legal advice, but enough to understand your exposure.
Browse laws →Account tab.
Cancel, change plan, update email — all handled inside the Shopify embed Account tab without needing to contact support.
In-app only04 / Honesty
What this doesn't include.
For full transparency, four things ClearConsent support does not include:
Custom legal advice
ClearConsent is a diagnostic tool, not a law firm. Compliance questions specific to your business need a qualified attorney.
Custom feature development
Generally no — though feature requests get heard, prioritized, and sometimes shipped if they fit the roadmap.
24/7 phone support
Email is the channel. The trade-off for direct support access is no on-call rotation.
SLAs with financial penalties
The response-time targets above are commitments, not contractual SLAs with refund triggers. For agencies that need an enterprise SLA, contact us about custom arrangements.
Need help?
The fastest path.
Pick the channel that fits — both land in the same support inbox.