Support

HUMAN-FIRST REVIEW SETUP GUIDE

The Ad Genius LLC operates and provides HonestGate: Age Gate App. Installed merchants get a private, store-linked support desk inside HonestGate. Create a text-only ticket, follow its status, and keep our replies with the store that reported the issue.

PRIVATE MERCHANT SUPPORT

Open your ticket desk

Open Shopify Admin, choose the store that installed HonestGate, then select Apps → HonestGate → Support. Shopify verifies your staff access before the ticket desk opens.

Open Shopify Admin

Shopify may first ask you to choose a store. Tickets do not accept attachments.

Create a ticketWaiting on supportWaiting on your teamResolved

How the ticket system helps

  • Every ticket is linked to the authenticated store that created it.
  • Choose setup, storefront, ID review, privacy, technical, or other.
  • Our internal operator queue keeps merchant requests in one place.
  • Merchants can follow replies, resolve a ticket, or reopen it inside the app.

Never include an ID image, Shopify access token, payment-card data, account password, or unrelated customer information in a ticket or email.

Setup

  1. Open the embedded app and choose the minimum age, raw-image retention, saved-approval lifetime, and reuse setting.
  2. Enable the HonestGate: Age Gate App embed in the active Theme Editor and save.
  3. Add the ID-upload block to the Shopify Thank You page.
  4. Add the status block to signed-in customer order-status pages.
  5. Enable the workflow only when every newly paid order should receive an age decision.
  6. Run a test order and confirm the optional app-owned hold before going live.

Important behavior

  • The storefront prompt is not identity verification.
  • Checkout comes first; the ID-upload block appears only for an eligible post-checkout order.
  • No ID is accepted until Shopify confirms a paid order.
  • Only authorized store staff can make the first approval or reject a submission.
  • A current result can cover an eligible later order from the same Shopify customer account.
  • Version one evaluates every newly paid order when enabled.

File storage and staff access

Submitted ID images are held in private app-managed object storage, not in a theme or public Shopify Files. Each image is bound to the installing store and paid order. A staff member must enter through an authenticated Shopify admin session for that same store, and the image view expires after two minutes. The raw image is scheduled for deletion on the merchant's configured retention schedule.

The saved approval is a separate result, not a retained ID image. It has its own expiry and revocation controls. Launch matching uses the same Shopify customer account at the same store; checkout-email matching remains disabled pending Shopify protected Email approval.

For the full product sequence, see the Shopify age gate guide.

Shopify requirements

An Online Store sales channel is required for the storefront embed. Shopify Starter is not supported. The Thank You block and signed-in customer-account status block require compatible Shopify surfaces and merchant configuration.

Response and security contacts

Installed merchants: use the ticket desk above for the clearest support history.
The Ad Genius LLC support, privacy, and security: team@agegateapp.com.