Support
Email us. A person reads it.
Checkwalk is a small company and support is email. Write to hello@checkwalk.com and you get an answer within one business day, usually much sooner. Replying to any Checkwalk email reaches the same inbox.
What to include
The more of this is in your first message, the faster the answer.
- Your store address. The one you gave us, so we can pull up its checks and screenshots straight away.
- The alert, if there is one. Forward the alert email or reply to it. It carries the time, the step and the screenshot we need.
- What changed recently. A theme update, a new app, a shipping edit, a payments notice. Most checkout breaks follow a change made that day.
Quick answers
What does an alert mean?
The test shopper could not get past one step of your checkout, twice in a row about ten minutes apart. The email names the step in plain English, shows the screenshot and says where to look first in your Shopify admin. Open your store in a private window and try to buy something: you will usually see the same thing.
I fixed it. Do I need to tell you?
No. The next hourly check notices and you get a recovery email with how long it was down.
Is the alert wrong?
Sometimes a store is slow or an app blocks visitors it thinks are robots. If you can buy from the store yourself, reply to the alert and say so. We look at the screenshots and tune the walk for your store so it does not repeat.
How do I pause or remove a store?
Every email has a manage link at the bottom: pause, resume or remove with one click, no sign-in needed. The same controls are on your dashboard.
How do I change the email alerts go to?
Alerts go to the address you signed up with. Write to hello@checkwalk.com with the store URL and the new address, and we switch it the same day.
My store is behind a password.
Give us the storefront password when you add the store, or email it to us, and the shopper enters it on every visit. If the password comes off later, nothing needs to change.
What name and address does the test shopper use?
Checkwalk Monitor, checkout-monitor@checkwalk.com, shipping to 233 S Wacker Dr, Chicago, IL 60606. The full details, and why that address, are on the Resources page.
I do not ship to the United States.
For now the shopper only ships to the US. If your store does not, the check stops at the shipping step, the store is marked "does not ship to our test address" and you are never alerted about it. Email us the country you ship to and we will tell you when it is supported.
Can I try it on more than one store?
Yes, up to two stores while you have no card on file. Each store gets its own 14 days, counted from the first time anyone adds that store to Checkwalk. Once a card is added you can add as many stores as you like.
How do I cancel?
Remove the store from the manage link or the dashboard. Monitoring stops at once, nothing further is charged and the store's checks and screenshots are deleted within 30 days. During the free trial there is nothing to cancel.
Did Checkwalk stop checking?
You get a short all-clear every week. If a week goes by without one, write to us. We would rather hear about it than have you wonder.
Security, data, billing
- Security questions go to the same address. The shopper never pays, never applies discount codes and never touches your admin; the Resources page explains how it works.
- Your data: what we keep, for how long and how to get a copy or have it deleted is in the privacy policy. Email us to have it deleted sooner.
- Billing: $19.99 per store per month after a 14-day free trial, no card up front. Receipts arrive by email from Stripe; the plan details are on the pricing page.