Support
Help with your gang sheets.
Questions about the builder, the Shopify app, print files or billing — reach a person, or check the fixes below first. Most problems on a live shop are one of six things.
Email support
The fastest route for anything to do with a shop, an order or a charge. We answer within one business day.
support@gangly.appRead first
File types, DPI, nesting, sheet sizes and export are covered in detail. How it works walks the whole flow, upload through print-ready film.
Common fixes
Five things that cover most of it.
Worth trying before you write in — each of these is something you can clear yourself in a minute.
Gang sheets are ringing up at $0 in checkout
Checkout pricing is handled by Cart Transform, which is installed with the app. If it did not attach, the cart keeps the product’s $0 Shopify price. Reinstall Gangly from your Shopify admin, then reload the Products page — the warning clears once it is active.
The storefront shows $0.00 instead of a square-foot price
The Sq ft prices app embed is switched off in your theme. Open Setup in the Gangly admin and enable it, then refresh the product page. The embed only draws the price label; it does not affect what the customer is charged.
An order failed to render
Press Retry on the order in the Gangly dashboard. Renders usually fail on very large uploads or a file that is not really an image. If a retry fails twice, send us the order number and we will look at the render log.
A paid sheet has been waiting more than 24 hours
The dashboard flags these so paid work does not sit. The sheet is ready — it is waiting on you to print it and mark it printed. Print oldest first; the queue is already ordered that way.
The preview does not match my exported PNG
Zoom the preview to 100%. Below that the viewer shows a fitted overview, which is smoother than the film. At 100% you are looking at the exported pixels themselves, so dots and edges match the downloaded file.
Billing
Charges, plans and refunds.
Everything bills through Shopify, so it lands on the invoice you already get from them.
How am I charged?
Through Shopify, never directly. Charges appear on your Shopify invoice alongside your other app subscriptions, so there is no second card on file with us. Pay as you go adds 3% of each gang sheet order, capped at 10.00 per order, with no monthly fee. Unlimited is a flat 149.00 a month with no per-order fee.
How do I change plan or cancel?
Open Billing in the Gangly admin to move between plans — the change takes effect when you approve it in Shopify. To cancel, uninstall the app from your Shopify admin; Shopify ends the subscription at the same time. There is no separate cancellation step and no notice period.
Can I get a refund?
Yes — if Gangly charged you for something that did not work, write to us with the shop domain and the invoice date and we will refund it. App charges are refunded through Shopify, so the credit shows up on your Shopify invoice rather than as a separate payment. Monthly fees already used are not refunded pro rata as a matter of course, but ask if your situation is not clear cut.
What happens if I hit the monthly usage cap?
Shopify requires a ceiling on usage charges, so Pay as you go has one. If your orders would take you past it, Shopify notifies you and you can raise the cap from your Shopify admin. Your sheets keep rendering and printing either way — the cap limits what we can charge, not what you can do.
Writing in? Send these.
- Your shop domain (something.myshopify.com)
- The order number, if it is about one order
- What you expected, and what happened instead
- A screenshot of the builder or the admin, if it is visual