Two ways to reach Atlas support: start a chat from the bubble in the bottom right of Atlas, or email support@helloatlas.io. In chat you will first reach Normie's AI assistant. Just describe your problem. To reach a person, ask for one in any words, in any language.
In this article:
The Support center
Select Support in the Atlas menu. The page is titled Support center, with Find answers, watch tutorials, or talk to our team when you need a hand.
Three cards:
Card | What it does |
| Talk to our AI assistant or human support team instantly |
| Watch short, helpful videos to learn how to use Atlas |
| Find quick answers and step-by-step guides for using Atlas |
Chatting with support
The chat bubble sits in the bottom right of Atlas on any screen. You can also reach it from Start live chat in the Support center. Either way the chat opens pre-filled with an opening message so you can start straight away.
ℹ️ On a phone the bubble is hidden. It would cover buttons on a small screen, so on narrow windows and inside the Shopify mobile app it does not appear. Open Support in the Atlas menu and select Start live chat instead, which works everywhere.
You will reach Normie's AI assistant first. It answers most questions immediately. To reach a person, just ask for one. No exact phrase is needed.
💡 Give the assistant one clear attempt before escalating. It answers setup and configuration questions instantly, at any hour. For anything account-specific, a bug, or a billing question, go straight to a person.
Emailing support
Email support@helloatlas.io.
Better than chat when you have screenshots to attach, a longer explanation, or a billing question that needs a written record.
When we are available
Our team is online around the clock from Sunday 4 pm to Friday midnight, Pacific time. On Saturdays and Sunday before 4 pm, Normie's AI assistant still answers in chat, and you can email support@helloatlas.io. The team picks up weekend messages when it is back online.
What to include
Whichever route you use, these save a round trip:
Always | Why |
Your store URL | Support cannot look anything up without it |
The exact error text | Wording identifies the specific cause |
What you expected, and what happened | Distinguishes a bug from a misunderstanding |
When it happened | Lets support find the relevant logs |
Depending on the problem, also include:
A page or bundle issue: the product URL, the theme name, and a screenshot of the theme extensions card on your Atlas dashboard
A billing question: the charge amount and date, and what you expected
A discount not applying: an order number where it should have applied
A conflict: the names of your other apps, and whether disabling one fixes it
💡 An order number is worth more than a paragraph of description on anything involving discounts or revenue. It lets support see exactly what happened rather than reconstruct it.
What support can help with
Anything Atlas builds, publishes or displays
Bundle and cart drawer configuration
Your Atlas subscription, usage charges, and what you were billed
Bugs and unexpected behaviour
Whether a specific order was excluded from revenue tracking, and why
What support cannot do
ℹ️ Atlas support covers Atlas. Several common questions belong elsewhere, and knowing which saves you time.
Not Atlas | Where it belongs |
Your Shopify plan or Shopify billing | Shopify support |
Refunding a Shopify charge directly | Shopify processes payments |
Theme development beyond Atlas features | Your theme's developer |
Another app's behaviour | That app's support |
Subscription plan configuration | Your subscription app |
Fulfillment, shipping and suppliers | Shopify and your supplier |
Other resources in the app
The Support center also links to tutorial videos covering the most common tasks:
Create & save stores with Shopify templates using AI
How to generate additional product pages with AI
How to navigate the new Atlas dashboard
How to build a Shopify store with AI
How to set up Atlas cart upsells
Next steps
What Atlas does not do, which resolves a good share of support questions