Support
Write to support@mveb.org. We answer within two business days, usually the same day. Include your store domain and the giveaway name — it saves a round trip.
Common questions
The entry form doesn't appear on my page
Two things must both be true: the app block is added to the page in Online Store → Customize → Add block → Giveaway entry form, and the block’s Giveaway field contains the handle shown next to your giveaway in the app. The block does not appear automatically — Shopify requires the merchant to place it.
How can an entrant tell the draw was fair?
Every draw records a seed and a hash of the ticket list at that moment. Publish them with the result: anyone can re-run the draw with the same seed and the same list and land on the same winner. The app also re-checks the draw each time you open the giveaway, and warns you if the ticket list has changed since the draw was made.
Why does an entrant have fewer tickets than they expect?
Open the giveaway and look at the entrant’s row: every ticket is a separate record with a reason — sign-up, order, referral. Common causes: email not confirmed yet (tickets are issued on confirmation), a refunded order that voided its tickets, or a per-entrant cap set in the giveaway rules.
Someone is entering many times from one address
Duplicates are filtered automatically: addresses are normalised, so plus-addressing and dots in Gmail cannot create a second entry. There is also a limit per device and a filter for disposable mailboxes. Filtered entries are not deleted — you can see who was filtered and why in the entrants table, and remove anyone by hand.
Do my entrants receive marketing email from you?
Never. An entrant receives at most two emails: a confirmation when they enter and a notification if they win. Emails are sent under your store name with replies going to you. The optional marketing checkbox on the form only records consent for your own mailing — we never use it ourselves.
Does the giveaway close by itself?
Yes. Set an end date and the giveaway closes on schedule — you do not need to be at your desk. You can also end it early with End now. Finished giveaways stay open forever: entrants, tickets and the draw record remain available.
Can I export my entrants?
Yes, to CSV, at any time, on every plan including the cheapest one. They are your contacts. The file includes ticket counts, confirmation state and, for filtered entries, the reason they were filtered.
Is my giveaway legal?
That depends on where you and your entrants are, and we are not lawyers. Giveaways are regulated differently by country and by state — some require a «no purchase necessary» route. You are the organiser: the app gives you a field for your own official rules and shows them on the entry form, but compliance stays with you.
How do I cancel?
Uninstall the app in your Shopify admin. Billing stops immediately and your store session is deleted. Discount codes already issued to winners remain in your store — they belong to Shopify, not to us. Entrant data is deleted when Shopify sends the mandatory deletion request 48 hours after uninstall.
A giveaway is running and something is wrong
If entries are not being accepted, or a draw looks wrong, email us with the store domain and the giveaway name and mark the subject URGENT. A live giveaway is handled before anything else — people are waiting on the other side of it.