Support
Last updated: August 19, 2026
Need help with Plasmatio PayGate? Start with the quick answers below, or email us anytime.
Contact us
Email: AppSupport@plasmatio.com
Response time: Within one business day, Monday through Friday.
Language: English.
When emailing, please include your *.myshopify.com domain and a screenshot of the issue if possible. That lets us diagnose faster.
Getting started
Every PayGate install comes with a built-in setup guide inside the app. From the Shopify admin, open PayGate → click Setup guide in the top-right. It walks you through installing the checkout banner, theme blocks, and the Thank-you restore prompt with screenshots for each step.
Common questions
The blocked payment method still shows at checkout
Open the rule in PayGate and confirm:
- The rule is enabled (green badge).
- The product in the cart is included in the rule's scope (product, collection, tag, vendor, or product type).
- The payment method is checked under Blocked methods.
Save the rule to trigger a fresh sync with Shopify. If the method still appears in test checkout after a save, email support with your rule name and the payment method that isn't hiding.
Notices don't appear on my product / cart page
Theme app extension blocks aren't auto-placed. Follow the Setup guide inside the app to add them to your theme via Online Store → Themes → Customize. If you've added them but they still don't appear, confirm that at least one cart item matches an enabled rule — the notices intentionally only render when there's something to warn about.
The Thank-you restore banner isn't showing
The Thank-you banner only renders when a customer used the "Remove and continue" button on the cart page before checking out. If they paid normally (without hitting Remove and continue), there are no saved items to restore and the banner correctly renders nothing.
How do I remove PayGate from my store?
In Shopify admin, go to Apps → Plasmatio PayGate → click the three-dot menu → Uninstall. Uninstalling immediately stops billing, deletes all your PayGate rules and settings from our database within 48 hours (see our Privacy Policy), and restores all payment methods at checkout.
Do you offer refunds?
PayGate is billed through Shopify. Refund handling follows Shopify's standard app-billing terms. If you have a specific situation, email us and we'll work with you.
Feature requests and bug reports
We prioritize feature requests and bug reports from active merchants. Email AppSupport@plasmatio.com with a description and, for bugs, a screenshot or screen recording. You'll get an acknowledgment within one business day and a status update when work is scheduled.