Phone AIHow can we help?
Find answers about calls, forwarding, subscriptions and your account. If you're still stuck, email us and a person will reply.
Email support
Tell us what you expected, what happened instead, and the approximate time and time zone. Please don't send passwords, verification codes, card numbers or access tokens.
Phone AI app iOS · macOS
Contacting us from the app
Open the Help menu (the headphones icon) and choose Email support. The draft includes your user ID, app version and device details so we can look into the problem. You can review it before sending. For call problems, tell us the time of the call.
Calls aren't being answered
Check that your subscription is active, your number is set up, and forwarding is turned on with your carrier. Forwarding codes and charges depend on your carrier. Call from a different phone to test it.
Turning off call forwarding
Your carrier controls forwarding. Turn it off using your carrier's instructions, or contact your carrier. Uninstalling Phone AI or cancelling your subscription does not turn it off.
Restoring a missing purchase
Open the paywall and tap Restore Purchases. Make sure you're signed in with the Apple account that made the purchase. If your access still doesn't come back, email us.
Cancelling a subscription or getting a refund
- Cancel in your Apple account's subscription settings. See Apple's instructions.
- Ask Apple for a refund through Report a Problem.
- Deleting the app or your account doesn't stop billing.
Calendar connection problems
Check the integration's status in the app and reconnect if its permission has expired. You can also revoke access in the connected account's settings. Disconnecting doesn't delete events that were already created.
Deleting your account
Go to Settings → Delete account, or email us if you can't sign in. We may ask you to confirm you own the account. See the Privacy Policy for what we keep and for how long.
Phone AI for Shopify Merchants
The merchant guide covers setup step by step, including numbers, forwarding, verification and pricing.
The app won't load
Open Phone AI again from Apps in Shopify admin and try again. Retrying reloads your saved setup. It never buys, releases or reassigns a number. If it still doesn't load, email us your store domain, the approximate time and the error you see.
Calls aren't being answered
Check that your plan and number are ready, answering is turned on, the current time is within your answering hours, and you have minutes left. If you forward calls, check your carrier's settings and call from a different phone.
An order can't be found or verified
Check the store's access and order sync status. If the caller's number is hidden or different from the one on the order, it may not match automatically. Never skip verification. Have your team help the customer instead.
Billing or usage looks wrong
Compare Usage & billing in the app with your Shopify invoice, then email us the billing period and what looks wrong. Don't include customer conversations unless we ask for them.
Cancelling or uninstalling
Manage your plan from Usage & billing. Before you stop using Phone AI, turn off forwarding with your carrier and give customers another way to reach you. Reinstalling doesn't restore a previous subscription or guarantee you'll get the same number back.
Customer privacy requests
Shopify's customer data and redaction requests are processed automatically. For anything else, email us and include your store domain.