Emergency line open 24/7
Shopify emergency support
Store down, checkout failing or an integration stopped syncing? OUXP’s commerce engineers – not a help desk – stabilize your Shopify or Shopify Plus store first, so orders flow again, then fix the root cause. You don’t need to be a client: one-time help is $250/hour with a 2-hour minimum.
+1 (818) 651-3226 First response within 30–60 minutes during business hours (Mon–Fri, 9 AM–9 PM ET / 6 AM–6 PM PT). Outside those hours, call rather than email.
- Outside business hours
- Within 2 hours with 24/7 coverage; otherwise answered as engineers are available
- One-time emergency
- $250/hour, 2-hour minimum – no retainer needed
- 24/7 coverage on a retainer
- +$750/month on Essential, +$500/month on Growth, included on Dedicated
- Store access
- Collaborator request – never a password
What we fix when a store breaks
If it is costing orders right now, it is an emergency. Here is what we handle, what you’ll see and where an engineer looks first.
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Store down or showing errors
- What you see
- The storefront won’t load, shows an error page or comes up blank on key templates.
- Where we look first
- Shopify’s status page – if it is a platform-wide incident, we tell you right away – then the domain settings, the published theme and whatever changed last.
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Checkout or payments failing
- What you see
- Customers reach checkout but can’t pay, a payment method has disappeared, or orders stop coming in.
- Where we look first
- The payment provider’s status and settings, then the apps and checkout UI extensions that run in checkout – and what changed in them recently.
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Discounts or shipping rates stopped working
- What you see
- Discounts don’t apply, shipping rates are missing or wrong, or the wrong payment options appear.
- Where we look first
- The Shopify Functions that customize discounts, delivery and payment options, and their run logs, then the shipping profiles and any app that supplies live carrier rates. On stores that relied on Shopify Scripts, which stopped running on June 30, 2026, we check that each script was rebuilt as a Function.
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A theme or app update broke the store
- What you see
- A section vanished, the cart misbehaves or mobile layouts fell apart right after a theme edit, an app install or an app update.
- Where we look first
- What changed and when. The previous theme stays in your theme library and edited Liquid files keep earlier versions, so a rollback is often the fastest way to stabilize.
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An integration stopped syncing
- What you see
- Orders don’t reach the ERP or 3PL, inventory drifts out of step, or customer records stop updating in the CRM.
- Where we look first
- The connector’s error logs and the store’s webhook subscriptions. Shopify retries a failed webhook up to 8 times over 4 hours; if failures persist, the subscription is removed and the integration stops receiving updates, with no error shown in your Shopify admin.
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Slow or failing under sale traffic
- What you see
- Pages crawl or time out during a launch, a sale or a promotion – exactly when traffic peaks.
- Where we look first
- Tracking tags, app embeds and media added for the campaign, then third-party app and API calls that slow down under load.
Also in scope
- Cart and add-to-cart errors
- Customer account login problems
- Leftover code from removed apps
- Regressions after a custom code or custom app release
- API rate-limit errors from apps and custom integrations
- Shipping provider and label errors
- Stores in the middle of a migration to Shopify Plus from Magento, Adobe Commerce, Salesforce Commerce Cloud, BigCommerce or WooCommerce
What happens after you call
Six steps from your call to a stable store, with updates from us throughout – what we found, what we changed and what comes next.
- 1
Call, then send details
Call +1 (818) 651-3226, then email the details listed below so the engineer starts with the facts.
- 2
Read-only diagnosis
We look before we touch: storefront, theme code, app and integration logs, and what changed last. AI tools speed up the reading; an engineer makes every decision.
- 3
Stabilize
Get orders flowing again first: roll back the theme, switch off the failing app or script, pause a broken sync or redirect a broken page.
- 4
Root cause
Find why it broke, not only what broke – the update, app conflict or failed sync behind it.
- 5
Staged fix
Fix the cause in a copy of the theme or a test setup, check the affected journey and the ones that share its code, then publish.
- 6
Monitor and write up
Watch the store after the fix, then send a short record of what broke, what we changed and what would prevent a repeat.
What to send us when something breaks
A few lines on each point lets the engineer start diagnosing instead of asking questions. Email it to [email protected] or use the contact form – outside business hours, call first.
Send us
- Store URL – the public address is enough.
- What broke – the affected page, device and browser, plus any error message or screenshot.
- When it started – and whether orders are failing right now.
- Recent changes – theme edits, app installs or updates, settings, integrations, or a sale that just went live.
- Steps to reproduce – what you did, what you expected and what happened.
Never send
- Passwords or staff logins – not by email, form or phone
- API keys or app secrets – if an integration needs access, we agree on a secure way in with whoever manages it
- Customer data or card numbers
Store access goes through a Shopify collaborator request: you approve it in your admin, choose what we can see and can remove it at any time. Shopify asks for a 4-digit collaborator request code (Settings > Users > Security) – send us that code, never a password. Want an NDA first? We can sign yours before any access or details change hands.
How fast we respond and what it costs
Every request gets a first response from an engineer within 30–60 minutes during business hours, client or not. What happens outside those hours, and how the work is billed, depends on whether you have 24/7 coverage.
| Plan | Price | Outside business hours | Emergency work |
|---|---|---|---|
| One-time, no retainer | $250/hour, 2-hour minimum | As engineers are available – call rather than email | Billed hourly |
| Essential + 24/7 add-on | $2,500 +$750 a month | Within 2 hours, around the clock | Never billed hourly |
| Growth + 24/7 add-on | $5,000 +$500 a month | Within 2 hours, around the clock | Never billed hourly |
| Dedicated | $9,500 a month, 24/7 coverage included | Within 2 hours, around the clock | Never billed hourly |
One-time work goes to senior engineers with priority scheduling. Retainers include 20 (Essential) or 45 (Growth) engineering hours a month, or 90 hours or a dedicated engineer on Dedicated; they run month-to-month and end with 30 days’ notice. A first response is a reply from an engineer working on the problem, not a finished fix.
Example: a one-time emergency fixed in 90 minutes is billed at the 2-hour minimum – $500; one that takes 3 hours is $750. If you already have a Growth retainer ($5,000 a month), 24/7 coverage adds $500 a month – the price of one minimum call – and covered emergencies are never billed hourly.
Honest note
One-time help fixes today’s problem, not the reason the store broke. If emergencies keep coming back – often after theme updates, new apps or integration changes – a monthly retainer deals with the cause: maintenance and bug fixes every month, and a team that already knows the codebase when something does break.
What merchants say about our urgent fixes
Quoted word for word from the Shopify Partner Directory: one fix under deadline before a promotion, and a Recharge subscription problem other developers had struggled to resolve.
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“…this time we needed to launch an Halloween promo and we had a problem with the announcement section above the header not working properly on mobile, that got fixed in 30 min…”
Handbagsresortvia Shopify Partner Directory (external site)Troubleshooting -
“…resolved the challenge that we were having with Recharge in a day - where other developers seemed to struggle to provide a resolution.”
Small Beervia Shopify Partner Directory (external site)Apps & integrations
Emergency support questions
Something broken right now? Skip the reading and call +1 (818) 651-3226.
How quickly will you respond, including nights and weekends?
During business hours (Mon–Fri, 9 AM–9 PM ET), every emergency request gets a first response from an engineer within 30–60 minutes – client or not. Outside those hours, retainer clients with 24/7 coverage get a first response within 2 hours, weekends and holidays included. Without coverage the line is still open 24/7, but we answer as engineers are available and can’t promise an overnight response, so call +1 (818) 651-3226 rather than email. A first response is an engineer on the problem, not a finished fix.
What should we do while we wait for an engineer?
Stop making changes, so the trail stays readable. Note what changed last and when, take screenshots of any errors, and keep the previous theme in your theme library rather than deleting it. Avoid uninstalling apps as a quick fix – some remove their data and settings when uninstalled. If a promotion is sending traffic to a broken page, consider pausing it until checkout works again.
How much does Shopify emergency support cost?
You don’t need a retainer: one-time emergency work is $250/hour with a 2-hour minimum, so the smallest invoice is $500. Retainer clients add 24/7 coverage for +$750/month on Essential ($2,500/month) or +$500/month on Growth ($5,000/month), and it is included on Dedicated ($9,500/month). Covered emergencies are never billed hourly. Retainers run month-to-month with 30 days’ notice.
Do we have to sign up for a retainer afterward?
No. One-time emergency work is billed for the hours used – $250/hour with a 2-hour minimum – with no retainer to sign and no plan that renews. If problems keep coming back, a monthly retainer (month-to-month, ending with 30 days’ notice) is one option and a $2,500 store audit is another. Neither is needed to call us again.
What access do you need to fix our store in an emergency?
We need collaborator access – a request you approve in your Shopify admin, with the permissions you choose – and never your password. If an ERP, 3PL or payment provider is involved, we agree on a secure way in with whoever manages it. We can sign your NDA before any access or details change hands, and every diagnosis starts read-only, so nothing is changed before an engineer has looked at the store.
Can you fix a store another agency built?
Yes – most emergency calls we take are for stores we didn’t build. We start with read-only diagnosis, write down what we find and test every fix in a copy of the theme or a test setup before it goes live, so we don’t add a second problem to the first. The written record we leave behind also helps whoever works on the store next, whether that is your own team, the original agency or us.
Do you handle Shopify Plus, B2B and stores mid-migration?
Yes. We work on Shopify and Shopify Plus, including B2B, multi-store setups, Shopify Functions and Checkout Extensibility, and stores that relied on Shopify Scripts before they stopped running on June 30, 2026. We also take emergencies on stores mid-migration from Magento, Adobe Commerce, Salesforce Commerce Cloud, BigCommerce or WooCommerce, where the problem can sit between the old platform and the new one.
What if the problem can’t be fixed right away?
We stabilize first – roll back the theme, switch off the failing component or pause a broken sync – so orders flow again while we work on the root cause, and you get updates throughout. If the cause is outside what we can fix, such as a platform-wide incident on Shopify’s status page (external site), we tell you right away instead of billing hours against it.
Need immediate help?
Every minute of downtime can cost orders. The emergency line is open 24/7 – call +1 (818) 651-3226. Once the store is stable, talk to us about a retainer team that already knows your code, so the next emergency is less likely.