Get in touch

How can we help?

We're a small team — so real humans read every email. Expect a thoughtful reply, not a canned response.

Primary contact

Email us

Support questions, bug reports, billing, feature requests — email is the fastest way to reach us. We typically reply within 24 hours on business days.

support@trailai.co
In-app support

Inside your Shopify admin

Installed TrailAI? Click the "?" icon inside the app to send a support request directly — we'll have context on your store.

Response time

24 hours on average

Pro subscribers get priority support. Business days, Mon–Fri.

Company
FIBA LABS LLC

Makers of TrailAI and other e-commerce tools.

For specific inquiries
Before you email

These might help right away

I was charged but want a refund +
Read our Refund Policy first. Then email support@trailai.co with your Shopify store domain.
How do I cancel my subscription? +
Inside the TrailAI app, go to Plans → Downgrade to Free. Or uninstall the app from your Shopify admin under Settings → Apps and sales channels.
I'm not seeing any AI traffic — is TrailAI broken? +
Probably not. AI traffic builds gradually as your content gets indexed by AI platforms. Low-traffic or new stores may see only a handful of AI sessions per week. If you've had zero AI sessions for 14+ days on a store with normal traffic, email us — we'll investigate.
What data does TrailAI collect? +
See our full Privacy Policy. Short version: we collect information about how users arrive at and interact with your store (landing page, country, device) plus Shopify order data for revenue attribution. We don't retain personally identifiable information beyond what's strictly necessary to derive aggregate, non-identifying signals. No third-party tracking cookies.