Help and support

The Help page links to setup, documentation, system checks, and support.

1IdentifyRecord the store, theme, URL, query, time, and visible symptom.

2Self-checkUse setup, FAQ, documentation, changelog, and system status.

3Collect evidenceAdd expected behavior, actual behavior, and a screenshot or recording.

4Email supportSend the complete case from the Help page.

5Request a callUse the prefilled email and include preferred times and timezone.

The Help page, with the resource cards, system status, getting-started steps, and support options.

Help resources

The page includes four resource cards:

• Setup wizard opens the guided storefront setup.
• FAQ answers common questions about search and the features.
• Documentation opens the feature and developer guides.
• What’s new opens the changelog.

Use the setup wizard for a broken or unfinished installation. Use the FAQ for a known symptom. Use Documentation when you need the full workflow and the reason behind a setting. Use What’s new to check whether a recent release changed the area you are testing.

System data

The System data panel shows an availability check for VIBE’s services: Search API, Indexing, Synonyms and rules, and Analytics. An Operational result means the service responded to its current connectivity check. It does not verify every search result or merchandising outcome.

If a service is flagged, include that result in your support request. If all services are operational, reproduce the problem in Search Preview and note the query and affected settings.

Getting started

The Getting started checklist contains these steps:

1. Install and connect VIBE to your store.
2. Index your products to build the search index.
3. Configure search with semantic controls and merchandising rules.
4. Enable your store by adding the search widget to your storefront.
5. Test and optimize, then monitor performance.

Select Open setup wizard to continue or repeat setup.

Contact support

The Contact support card includes:

• Email support for help by email.
• Schedule a call opens a prefilled email. Include your preferred times, timezone, store domain, and topic.
• Help center to browse all help articles.

Both email options use support@coi.se.

The card also shows the current plan. See Plan and billing for the included support level.

What to include in a support request

• .myshopify.com domain.
• Published theme name.
• Affected page and storefront URL.
• Exact query, control, filter, or rule.
• Expected and actual result.
• Approximate time of the problem.
• Browser and device.
• Screenshot or short recording.
• Whether Search Preview shows the same result.
• Any recent sync, profile, rule, or theme change.

For a call, select Schedule a call and complete the prefilled email with preferred times, timezone, store domain, and topic. Sending the email requests the call. It does not book a calendar slot automatically.