Support

Contact us

Email hello@passoagency.com for anything: installation issues, questions about what Passo is doing with your account, billing queries, creative policy, bug reports, feature requests, or “is this normal?” moments.

Response time: within one UK working day (Monday to Friday, excluding UK bank holidays). Urgent issues affecting live campaigns are triaged the same day regardless of the clock.

If you’re already inside the Passo dashboard, the in-app feedback widget goes to the same inbox and tags your message with your merchant id automatically. This is usually the fastest way to get a reply.

Data requests and privacy

For any formal request under UK GDPR (access, correction, deletion, portability) email hello@passoagency.com with the subject line “Data protection request”. We respond within 30 days. Full details are in our Privacy Policy.

Billing and refunds

Billing runs through Stripe. Invoices and receipts arrive by email from Stripe; you can also download them from your dashboard under Billing.

Our satisfaction refund is set out in section 11 of the Terms: within 30 days of paid activation, email us and we refund 100% of platform fees paid in that period. Media spend itself is not refundable because the money has already been paid to the publishers who ran your ads on your behalf.

Questions merchants ask

Will Passo run ads in the first few days?

No. For the first three working days, called the Strategy Window, Passo reads your Shopify data and prepares a media plan. No spend happens and no subscription is charged until you explicitly approve the Day 3 Report.

What Shopify permissions does Passo need?

Read-only scopes on products, orders and customers (read_products, read_orders, read_customers). We never request write scopes. If Passo needs broader access for a specific feature later we will ask you for it with an in-app re-consent step.

How do I set or change my monthly spend ceiling?

In the dashboard under Settings → Budget. The ceiling is a hard cap. Passo will never commit more media spend in a calendar month than the ceiling you set. Lowering it takes effect immediately for new buys; raising it takes effect as soon as you confirm.

What happens if I uninstall?

Passo stops running campaigns as quickly as partner APIs allow, delivers a final month-to-date report, and holds your data for 30 days so you can reinstall without losing history. After 30 days your merchant data is deleted in line with our Privacy Policy and any applicable Shopify GDPR webhook instructions.

Can I control what Passo is allowed to do on its own vs. what needs my approval?

Yes. Passo actions are categorised into three policy tiers. See section 5 of the Terms. Tier 1 is autonomous day-to-day optimisation, Tier 2 is notify-and-act for medium changes, Tier 3 is approve-before-act for large moves. The thresholds that separate them are visible in your dashboard and can be tightened at any time.

How does Passo handle my shoppers’ data?

Shopper data from Shopify (order history, customer emails, shipping addresses) is handled as a processor on your behalf. Shopper emails are hashed one-way (SHA-256) before being shared with ad platforms, used only to build suppression audiences so you don’t pay to re-acquire people who already bought from you. We never send marketing to your shoppers on our own behalf. Full detail in section 6 of the Privacy Policy.

Status and incidents

Platform status, ongoing incidents, and the post-mortem archive live in the dashboard under Status. Material incidents affecting billed merchants are also emailed to the merchant account contact.

Security and responsible disclosure