Support

Support for Fio QR Payments is available by email at support email . The public Shopify App Store edition is free and does not include a guaranteed response or resolution time.

Before contacting support

1. Confirm that the order used the manual bank-transfer payment label configured in the app.
2. Confirm that the order currency matches an active bank account in the app.
3. Check the Fio connection status and last synchronization result.
4. For missing buyer-facing instructions, confirm that the app blocks were added to both the Thank You and Order Status pages in Shopify's Checkout and Accounts editor.
5. For reconciliation questions, compare the account, currency, amount, reference, and posting date shown in Shopify and Fio.

What to include

Include the Shopify shop domain, approximate time of the issue, affected Shopify order number, payment reference or variable symbol if available, the page or action that failed, and a screenshot with personal or financial information redacted.

Never email a Fio API token, Shopify access token, password, full webhook payload, buyer contact information, or unredacted bank statement. Support may provide a safer way to share limited diagnostic information when necessary.

Installation and setup

The normal public setup flow is:

1. Install the app from its Shopify-owned App Store or review surface.
2. Configure a Shopify manual payment method for bank transfers.
3. Add and verify the merchant's eligible Fio bank account in the embedded app.
4. Choose the matching manual-payment label and payment-instruction settings.
5. Add the Thank You and Order Status blocks in Shopify's Checkout and Accounts editor.
6. Place a test manual-payment order before relying on automatic reconciliation.

Shopify App Review

Shopify reviewers should use the current test store, Fio test credentials, test data, and step-by-step instructions supplied privately in the Partner Dashboard review submission. Review credentials are not published on this page. The review should verify post-purchase instructions, one exact reconciliation match, and the safe handling of unmatched or ambiguous transactions.

Privacy requests and security reports

Use the same support address for privacy questions or suspected security issues. Buyers should normally begin a privacy request with the Shopify merchant from whom they ordered. For a suspected security issue, use the subject line Security report and do not include secrets in the first message.

Custom deployments

A custom-distribution deployment is separate from the public App Store edition. Merchants using a custom deployment should follow the support terms and contact path in their separate deployment agreement.