Contact support
Email XXX@XXX.COM. Include the Shopify store domain, broadcast title or ID, approximate time of the issue and time zone, presenter device and operating-system version, and the exact error shown.
Do not include Shopify access tokens, LiveKit secrets, presenter refresh tokens, one-time pairing codes, passwords, or customer payment information.
Before going live
- Confirm the broadcast has at least one active Shopify product.
- Pair the presenter device with a fresh code from the control room.
- Check camera, microphone, network quality, and storefront preview.
- If recording is needed, enable it before starting and confirm that every presenter has been informed.
Fast recovery during a show
- If the presenter disconnects, keep the app open and reconnect; the encrypted presenter session survives ordinary restarts.
- If a camera frame is unavailable, switch cameras once and confirm that the operating system still grants camera permission.
- If viewers cannot connect, verify the storefront block is enabled and send support the timestamp and broadcast ID.
- If a product changes in Shopify, allow a moment for the verified catalog webhook to refresh the live snapshot.
Replays and data requests
A completed recording remains private until a merchant publishes it. It can be unpublished instantly or permanently deleted from the broadcast history. Privacy and deletion questions should go to XXX@XXX.COM.
Service expectations
Support is provided on a commercially reasonable basis. Unless a separate written service agreement says otherwise, ShopStream does not promise a specific response or resolution time. Urgent reports should start their subject with “LIVE INCIDENT” and include the active broadcast ID.