PinSailor

Support

Include this information

• your .myshopify.com domain;
• the affected draft or Pin ID, if available;
• the time and timezone when the issue occurred;
• a screenshot with customer data and secrets removed;
• what you expected and what happened instead.

Never email Shopify access tokens, Pinterest tokens, passwords, app secrets, payment details, or customer personal information.

Common checks

1. Confirm that PinSailor still has read products access in Shopify.
2. If boards fail to load, disconnect Pinterest in PinSailor and complete the Pinterest OAuth connection again.
3. A new Shopify product creates only a draft suggestion, and only when Auto-create drafts is enabled. It does not publish.
4. If a product changed, ordinary unpublished drafts move to Needs review. A request already in flight or with an ambiguous Pinterest result is retained for reconciliation.
5. Trial Pinterest access creates Pins visible only to the creator. Public production publishing requires Pinterest Standard access.

Privacy and deletion requests

Uninstalling PinSailor from Shopify deletes the shop's active app data. For a privacy request, email contact@rsugrafx.com from an address associated with the merchant account and include the shop domain. Do not send identity documents unless we specifically and securely request them.

Platform incidents

Shopify installation or admin incidents can be checked at Shopify Status. Pinterest account approvals, enforcement, and API access decisions are controlled by Pinterest; PinSailor support can help identify the relevant request but cannot override those decisions.