nohold is run by a small team. Email is the whole support system, and it is read by the person who wrote the code. There is no ticket portal and no chatbot.
What to send
The two things that turn a support email into a fix rather than a conversation are your Shopify store domain and the order number involved. With those we can find the split, the Brightpearl write, and every retry, in one look.
- Your store domain, for example
your-store.myshopify.com. - The Shopify order number, if the question is about a specific order.
- What you expected and what happened. A screenshot of the Splits page row is ideal.
Things you can check first
These cover most of what people write in about, and all of them are visible inside the app.
- Nothing is splitting. Check whether test mode is still on. In test mode every mixed cart is recorded as a preview and nothing is written to Brightpearl — that is deliberate, and the banner on Overview has the button that turns it off.
- An order was not split. Open Splits and look for it. An order recorded as Over limit arrived after your plan’s included splits ran out. Nothing is lost: Brightpearl still imports it as a single order, exactly as it would without nohold.
- Orders are not detected as pre-orders. Settings holds the detection rules — product tag, metafield, or inventory policy. The mixed-cart audit on Overview shows what those rules currently match across your last 60 days.
- Brightpearl shows as disconnected. Reconnect from Settings. A staff token that has been revoked in Brightpearl shows here rather than failing silently.
Documentation
Setup, detection rules, billing, and troubleshooting are documented at docs.nohold.app.
Billing and cancellation
Plans are billed by Shopify, not by us, and appear on your normal Shopify invoice. Change or cancel your plan from Settings inside the app, or by uninstalling — uninstalling cancels the subscription at Shopify. We never take payment details and we cannot charge you outside Shopify.
Reporting a security issue
Email hello@nohold.app with SECURITY in the subject and enough detail to reproduce the issue. We will confirm receipt within one business day. Please do not test against another merchant’s store or data.