Support

theagentgarage@gmail.com

That address is a person, not a ticket queue. It is the one on the App Store listing.

The Contact support button on the dashboard opens a message to a second address, shopifyaddson@gmail.com. Both are read by the same person, so use whichever is in front of you. There is no chat widget, no phone line and no forum.

What to put in the message

A VAT question is almost always about one quarter, in one store, on one screen. Five lines get it answered on the first reply instead of the third:

1. Your store domain — the something.myshopify.com one, not the custom domain. It is the only way to tell your store from another with the same name.
2. The quarter you were looking at, for example 2026-Q3.
3. What the screen said, in your words, and what you expected it to say. A screenshot of the dashboard is better than a description of it.
4. Which plan you are on — Free, Standard or Pro. It changes which screens you have, so it changes what the answer is.
5. The earliest order date in the order list, if you are on Standard or Pro. Download it with Download order list (CSV) and read the first date. It shows how far back the app reached for that quarter, and that is the first thing I would ask.

If you click Contact support inside the app, the subject line is filled in for you as [VAT Guard] Support — yourstore.myshopify.com. Leave it as it is; that is what makes your message findable.

What the app can see, and what it cannot

VAT Guard asks Shopify for one permission: read_orders. That is the whole list.

• No write access of any kind. The app cannot change a product, an order, a tax setting, a theme or a price. Nothing done in support can alter your store, because the app was never granted the ability to.
• Your order data is not kept. Orders are read live from Shopify each time you open the dashboard or export a file. They build the numbers on screen and are never written to a database. There is no orders table.
• No customer personal data is stored — no names, no email addresses, no shipping addresses, no payment details.
• What is stored: the Shopify session that keeps the app installed, and anonymous counters (which screens were opened, which downloads were used, whether the review card was shown).

The practical consequence for support: I cannot look up your numbers from my side. When you write in, I am reading your description and your screenshot, not your store. That is why the five lines above matter more here than they would with most apps.

What support can actually help with

• A quarter total that does not match what your accountant expects, and why the two differ.
• A quarter that looks too small. read_orders reaches a limited way back, and the FAQ explains how to check whether your quarter came back whole.
• A country missing from the breakdown, or appearing when you did not expect it.
• The OSS threshold watch — what the €10,000 union threshold is measured against.
• A download that fails, or a CSV that opens with the wrong columns in your spreadsheet.
• Getting set up in the first place, including on a call if that is faster.

What support cannot help with

VAT Guard is advisory. It never files anything and never pays anything on your behalf. Rates and thresholds change, and the app's output is informational. Before you file, the numbers have to be confirmed by a qualified accountant. I am not that accountant, and I will not pretend to be one over email.

Uninstalling

Uninstall from Shopify Admin → Settings → Apps and sales channels. The session is deleted as soon as Shopify reports the uninstall. Shopify sends its shop-redaction request 48 hours later, and the usage counters lose your shop's name at that point. You do not have to email anyone to be deleted, and there is no exit interview.

VAT Guard is a Shopify app that turns your orders into an EU VAT and OSS report, quarter by country, for merchants who sell into the EU and file OSS themselves.