We answer fast. Here's how to reach us and the answers to the questions we get most often.
Quick links
- ›Email: support@tumblyhaus.com — typically within one business day
- ›Maker Growth Hub members: post in the Workshop Discord, channel
#partykit-uploads - ›Found a bug? Email us with shop domain + steps to reproduce and we'll prioritize
Common questions
The upload block isn't showing on my product page
- Open your theme editor: Online Store → Themes → Customize
- Switch the top selector to Products → Default product
- Check that PartyKit Upload is in the block list. If not, click Add block → Apps → PartyKit Upload
- Drag it below the variant picker (or wherever fits your layout)
- Click Save, then reload the storefront PDP
- Go to Products → click the product
- Toggle Required upload on
- Set Min files and Max files as needed
- Save
- A fee product: in Shopify admin, create a $0.01 product (any name — we recommend "Custom Artwork Fee" or your shop name + "Setup"). Set status Active, uncheck "Track quantity" in the Inventory card, uncheck the Online Store sales channel. Copy the variant GID from the URL.
- Wire it on the product config: in PartyKit's Products tab, paste the fee variant GID and set "Per-file fee" to the cents amount (e.g., 200 for $2.00). Save.
- ›The app was uninstalled mid-session — reinstall from the admin Apps page
- ›A new permission scope was added and you haven't approved the re-auth — visit the embedded app once to trigger the grant prompt
- ›A server-side error — check our changelog for any active incident notes, or email support
- ›The customer didn't change the variant after uploading (we gate Add to Cart, so this is rare but possible if they used Shop Pay express checkout from the PDP)
- ›The order completed (uploads on abandoned carts don't appear in any order — they appear in the Uploads admin without an order link)
- ›Shop domain
- ›Product or order it relates to (if applicable)
- ›Steps to reproduce — even just "what I did → what I expected → what happened"
- ›Browser console errors or screenshots if you can grab them
- ›Browser + OS so we can repro
Customers can click Add to Cart without uploading a file
That means upload-required mode isn't on for this product. In the embedded admin:
Once saved, Add to Cart, Buy Now, Shop Pay, Apple Pay, and Google Pay all disable with a clickable hint until the customer uploads.
The per-file fee isn't appearing in cart
Two things have to be set up:
When a customer uploads, the cart_transform Shopify Function injects the fee as a real cart line. Works on every Shopify plan.
"Uploads are temporarily unavailable" appears in the block
The app proxy can't reach the configured rules. Usually one of:
Files are uploaded but don't appear in the order
PartyKit attaches uploads to the cart via line item properties. Make sure:
If properties are present in the cart but missing in the order, email us with the cart token or order ID.
Storage backend caps and limits
| Backend | Default max file size | Notes |
|---|---|---|
| Shopify Files | 20 MB | Default — no setup. Files live in your store's Files library. |
| AWS S3 | Merchant-configured | Studio tier. Set your own bucket + IAM key. |
| Cloudflare R2 | Merchant-configured | Studio tier. S3-compatible. |
| Google Drive | 5 TB | Studio tier. OAuth connect. Sidecar metadata next to each file. |
| Dropbox | 50 GB | Studio tier. OAuth connect. |
For files larger than 20 MB you'll need to upgrade to Studio and connect a BYO backend.
How do I remove a customer-uploaded file?
In the embedded admin → Uploads → click the file → Delete. This removes the app's record and best-effort deletes the file from your storage backend. Note that existing orders that referenced this file will still have the original URL in their line item properties (now broken).
For bulk deletion, select multiple rows in the Uploads list and use the bulk action menu.
What about SVG files for laser engraving?
SVG is fully supported on all paid tiers. Every uploaded SVG is sanitized server-side via DOMPurify — embedded <script> tags, on-event handlers, and other XSS vectors are stripped before the file is stored, so opening an uploaded SVG is safe.
Subscription / billing questions
All plan management lives on Shopify's standard pricing page — your subscription is alongside every other app you've installed. From the embedded app, click Plan & billing → Upgrade (any plan) and you'll land on Shopify's hosted page to confirm, upgrade, downgrade, or cancel.
Maker Growth Hub members get Studio tier auto-comped — no Shopify subscription required. If you joined the Hub after installing, email support with your shop domain and we'll add you to the comp list.
Reporting a bug
Email support@tumblyhaus.com with:
Bug reports get priority over feature requests. We triage daily and ship fixes within a few days for anything blocking checkout or moderation.
Feature requests
Same email. Tagged and triaged weekly. Hub members can vote on priorities in the Workshop Discord — we'll often build something within a week of a Hub vote.
Service status
We don't currently run a public status page (one's planned for v1.1). For incidents we post in the Maker Growth Hub Discord and update the changelog — if something looks broken and the changelog has no recent entry, please email and we'll respond fast.