> For the complete documentation index, see [llms.txt](https://docs.globo.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.globo.io/options/help/contact-support.md).

# Contact support

How to reach the Globo Product Options, Variant support team.

<table><thead><tr><th width="200">Channel</th><th>How</th></tr></thead><tbody><tr><td>Live chat</td><td>The chat bubble in the corner of the app, available from any page. Quickest for a straight question</td></tr><tr><td>Contact form</td><td><strong>Contact Us</strong> in the app menu</td></tr><tr><td>Email</td><td><a href="mailto:contact@globo.io">contact@globo.io</a>. Better when the answer depends on your setup, because you can attach screenshots</td></tr></tbody></table>

{% hint style="info" %}
For the fastest answer, include your store's `.myshopify.com` domain, your theme's name, the option set involved, and a link to the product page where you see the problem. If your store is password-protected, include the storefront password; otherwise, support cannot view the page.
{% endhint %}

## Before you contact support

Most reports have one of a small number of causes:

* [Troubleshooting](/options/help/troubleshooting.md) covers options not appearing, incorrect pricing, add to cart not working, and the widget not matching your theme.
* [FAQ](/options/help/faq.md) covers whether something is possible.

The most common cause is that **the app embed is not enabled on the theme you just published.** The app embed is per theme, so publishing a new theme turns it off. See [Enable the app embed](/options/getting-started/enable-the-app-embed.md).

## What support can help with

Support can:

* diagnose why options are not rendering
* explain or check any setting in the app
* help design an option set for what you sell
* look at a specific order and explain what was charged
* advise on CSS for the widget
* help move option sets between stores
* Pass feature requests to the product team

Support cannot rewrite your theme, support another app's behavior (although it can help identify a conflict), advise on tax or shipping rules, change your Shopify billing, or recover a deleted option set.

{% hint style="warning" %}
Deleting an option set is permanent, and support cannot restore one. Export it to CSV first. This takes a few seconds and gives you a file you can import back. See [Import and export](/options/option-sets/import-and-export.md).
{% endhint %}