Support
A real person reads every message.
Email hello@getjanus.co. We reply within one business day, usually sooner. There is no ticket portal to sign into and no bot to get past.
Include your store URL and the name of the popup you are asking about. Those two things let us look at the exact campaign instead of asking you three follow-up questions first.
Before you write
Two things solve most issues in under a minute:
- The popup is not showing. Check that the campaign status is Active, that the Janus app embed is enabled in your theme, and that you have not already seen it — a frequency cap hides it from you for the rest of the period. An incognito window is the quickest test.
- Sign-ups are not reaching your email tool. Open Integrations and confirm the connection is active. If a key was rotated, reconnect it there.
The FAQ and documentation cover the builder, targeting, A/B tests, analytics, and attribution in more depth.
Reporting a bug
Send us:
- What you expected, and what happened instead
- The store URL and popup name
- The browser and device where you saw it
- A screenshot or screen recording, if you have one
If the problem is with a live popup affecting real shoppers, say so at the top of the message and we will treat it as urgent.
Requesting a feature
Tell us the problem, not only the feature. "Shoppers on mobile miss the close button" is more useful to us than "add a bigger X", because it leaves room for a better answer. We read every request, and a good number of them ship.
Billing
Plans and charges run through Shopify, so your Shopify admin is the place to upgrade, downgrade, or cancel. If a charge looks wrong, email us with the store URL and we will sort it out with you.
Your data
To export or delete data, see the Privacy Policy. Shoppers asking about their own data should contact the store they signed up with first, since the store holds it.
Security
Found a vulnerability? Email hello@getjanus.co with "Security" in the subject line. Please give us a reasonable window to fix it before disclosing it publicly. We will confirm receipt quickly and keep you updated until it is closed.
Contact
Janus Inc. — hello@getjanus.co