Support
Chatlane support and setup guide
Get the chat button live in about a minute, and fix the most common issues yourself.
Set up Chatlane
Install Chatlane
Add Chatlane from the Shopify App Store listing. It asks for no API permissions.
Add a channel
In the Chatlane app, add your WhatsApp number (with country code) or another channel. Free includes 2 channels; Pro includes all 7.
Turn on the app embed
In your Shopify admin go to Online Store → Themes → Customize, open App embeds, switch Chatlane on, and click Save.
Check your store
Open a product page on your store and tap the button. The message should name the product, variant and price.
The button is not showing
Work through these checks in order. Most issues are solved by the first one.
Turn on the app embed
In Online Store → Themes → Customize → App embeds, make sure Chatlane is switched on for your live theme, then save. If you recently changed themes, turn it on again for the new theme.
Check your page rules
In the Chatlane app, check that the button is enabled for the page type you are viewing (home, product, collection, cart or other) and that the collection is not in your hidden list.
Check your device rule
If the button is set to show on mobile only or desktop only, it will not appear on the other device type.
Check for a store password page
If your store is still password protected, shoppers see Shopify’s password page instead of your theme. Enter the store password or use the theme preview from your admin to see the button.
Check that a channel is added
The button needs at least one channel with a valid number or username. Save your settings in the app after adding one.
Still stuck? Email [email protected] with your store’s myshopify.com address and a link to the page where you expect the button.
Support FAQ
Why is the chat button not showing on my store?
The most common reason is that the Chatlane app embed is off. In your Shopify admin go to Online Store, Themes, Customize, open App embeds, switch Chatlane on and save. Then check your page and device rules in the Chatlane app.
Can I choose which pages show the button?
Yes. Page rules let you show or hide the button on the home page, product pages, collection pages, the cart and other pages. Device rules let you show it on mobile, desktop or both.
What do the stats count?
Chatlane counts menu opens and channel taps per day, broken down by channel, page type and device. It does not record who tapped or what they wrote.
How do I upgrade to Pro or cancel?
Open the Chatlane app in your Shopify admin and choose a plan. Pro starts with a 7-day free trial and is billed through Shopify. Switching back to Free or uninstalling the app ends the Pro subscription.
What happens to my data if I uninstall?
Your settings and stats are deleted within 48 hours of Shopify sending the shop data deletion request, which Shopify sends after you uninstall.