Talk to a human.
Stuck on something the docs don’t cover? Email us. Real operators on the other end — same-day response on business days.
6.1 — ChannelsHow to reach us.
Two routes, depending on what you need. For most things, email is fastest — we triage every ticket within the same business day.
Email support
Bugs, data questions, configuration help, anything technical.
support@murex.app →Sales & partnerships
Custom plans, multi-store rollouts, agency programs, anything pre-sales.
Open the contact form →6.2 — TriageWhat to include in your request.
To help us resolve your issue quickly, please include as much of this as you can. The more context up front, the fewer back-and-forth emails to a solution.
Your store URL
e.g., yourstore.myshopify.com. Lets us find your account and look at the same data you’re seeing.
What happened — and what you expected
A one-liner is fine. “The runway number on HOOD-BLK-M shows 0 days but I have 40 units in stock” beats “something is broken.”
Steps to reproduce
What were you doing right before the issue? If we can re-create it on our end, we can usually fix it the same day.
Screenshots or error messages
Drag them into the email. A screenshot of the actual app state is worth a hundred words.
Which page or feature
Dashboard, Products, Recommendations, Best Sellers, Projects — pinpoint where the issue lives.
Browser & OS
Chrome / Safari / Firefox / Edge, on Mac / Windows. Helps us reproduce display issues.
Subject: [Murex] Brief description of the issue
Store: yourstore.myshopify.com
Page: Recommendations
What I expected: …
What happened: …
Steps: …
Browser: Chrome 124 / macOS 14.5
6.3 — Self-serviceBefore you write us.
Most questions are answered in the docs. Check these first — you’ll usually get an answer faster than waiting for us:
- Getting started — onboarding walkthrough
- Core features — feature-by-feature guide
- Billing & plans — plan comparison and billing details
- Settings & data — configuration, sync, and data management
- FAQ — the common questions answered
6.4 — HoursHours & response times.
| Channel | Hours | Typical response |
|---|---|---|
| Email support | Mon–Fri, 9am–6pm MT | Within 1 business day |
| Critical issues | Mon–Sun, monitored | Within 4 hours |
| Sales & partnerships | Mon–Fri, 9am–6pm MT | Within 2 business days |
Critical = your store is materially broken (sync stopped, data clearly wrong, app inaccessible). Tell us in the subject line and we’ll fast-track it.