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: session-level data (referrer, user-agent, landing page, country, device) and Shopify order data for revenue attribution. No PII. No third-party tracking cookies.