Help center
Support without the runaround
Start with the checks below. If the problem remains, send us the store domain, affected order or template ID, and the time it occurred—never send signatures or access tokens.
Quick start
- Install PactCanvas from its Shopify-owned installation or App Store page.
- Open the app in Shopify Admin and complete onboarding.
- Create and publish an agreement template, then choose its audience and product coverage.
- Use the provided theme-editor links to enable the app embed and add product or cart blocks where needed.
- Enable the checkout validation rule and add the checkout agreement extension where supported.
- Run a test checkout, sign the applicable agreement, place a test order, and verify the resulting evidence PDF.
Checkout UI placement depends on Shopify’s available extension targets and the store’s plan. Server-side validation remains the enforcement control for configured coverage.
Frequently asked questions
Why is no agreement appearing?
Confirm the module and template are active, the current template version is published, and its audience matches the customer, company, product, and checkout context. A B2B-only rule should not appear for an anonymous guest. Also confirm the relevant theme or checkout extension is enabled.
Why does checkout say the required version is no longer published?
The validation configuration and published template coverage are out of sync. Open PactCanvas, publish the intended version, save its assignment again, and synchronize checkout coverage before retesting with a new cart.
Why was I asked to review the agreement again?
PactCanvas binds an acceptance to the applicable version and cart context. If covered products, quantities, customer/company context, or the agreement version changes, a new acceptance can be required.
Where is the signed PDF?
Open the order in Shopify Admin and use the PactCanvas order block or Print Order Proof action. The order number is added after the order is associated with the completed acceptance.
Does PactCanvas verify legal identity?
No. It records an electronic acceptance process and supporting evidence. It is not a notary, qualified trust service, certificate authority, or government identity-verification provider. Merchants must decide whether the process is appropriate with counsel.
How do privacy requests work?
Merchants can contact support for verified export or deletion assistance. PactCanvas also processes Shopify’s mandatory customer data request, customer redaction, and shop redaction webhooks. See the Privacy Policy.
How do I cancel or change plans?
Use the plan-management link inside PactCanvas or Shopify’s app billing interface. Current charges and billing periods are shown by Shopify before approval. See Pricing.
What to include in a support request
- the permanent
.myshopify.comstore domain; - the template, agreement, proof, or order identifier—not customer personal data;
- the approximate time and timezone;
- the expected result and the exact error message;
- browser/device and whether the issue occurs in another private session;
- a redacted screenshot if it is necessary to understand the interface.
Security and urgent incidents
For a suspected vulnerability or data incident, use the address and instructions on our Security page. Include enough detail to reproduce the concern without accessing another merchant’s data or disrupting a store.