PartyKit Uploads — support

Get help

Email: support@partykituploads.com (TODO: stand up the domain + forwarding before launch)

Maker Growth Hub members: the MGH Discord #partykit-uploads channel is the fastest route.

Response time

• Maker Growth Hub members: within one business day.
• Public App Store customers: within two business days.
• Critical bugs (data loss, broken checkout, security): we treat as P0 and reply within 4 business hours.

Hours: Monday–Friday, 9am–6pm UK time. We are a small team — we do not staff weekends or holidays.

Before you contact us

Most issues are solved by checking the four likely causes:

1. Theme block not appearing on storefront. Open the theme editor and confirm "PartyKit file upload" is added to the product page section. If you added it but it's hidden, the block falls back to invisible when no productGid is configured — verify you've set per-product config in PartyKit Uploads → Products.
2. Customer can't upload. Check the browser console — most failures are "file too large" (defaultMaxBytes) or "type not allowed" (allowedMime). Both are configurable per product.
3. Cart fee not appearing. The cart_transform function activates per-shop on the first admin home-page load. Visit Apps → PartyKit Uploads → Home once after install; the registration is a no-op afterwards. Also confirm you've created a fee variant and pasted its GID into the product config.
4. Files not in my Drive / Dropbox / S3. Settings → check the storage backend is set to that backend AND the connection is healthy (we ping it on save). Re-connect if the OAuth token expired.

What to include in a bug report

Helps us help you faster:

• Your store domain
• The product handle / GID where the issue happens
• Customer-side: browser, OS, a screenshot of the storefront block in its broken state
• Admin-side: screenshot + the URL you're on
• A timestamp (UTC) of when the problem happened — we use that to pull logs

If the issue is on the storefront block, this snippet in the browser DevTools console returns the active config:

window.__pkuConfig ?? "block not initialized"

Copy/paste the output in your report.

Status

• App-status page: TODO — publish at partykit-uploads.tumblyhaus.com/status mirroring Vercel + Neon health.
• For confirmed outages we post in the MGH #announcements channel within 15 minutes of detection.

Feature requests

Open an issue at our repo (TODO: public mirror) or email us with "Feature request:" in the subject. We track requests in a public board and ship the top-voted ones first.

What we don't support

• Custom theme work. We help you install the block; we don't customize your theme. If you need bespoke styling, hire a Shopify Expert.
• Image-processing requests (background removal, batch enhance) — we're a file upload app. For image editing, consider Adobe Express for Shopify or similar.
• Designing your fee variant — we can tell you what GID to paste and the function does the rest, but creating the placeholder product is a Shopify admin task that we don't do for you.