SafeOptions — Support
Operated by Sognora
Contact us
Email shin@sognoragroup.com. Every message gets a first reply within 24 hours on business days, Monday to Friday. We answer in English and Korean. There is no phone line and no chat widget — support is email only, so that every question leaves a written trail we can follow up on.
What to tell us
Three things turn a report into something we can reproduce:
- Your shop domain, in the form
your-store.myshopify.com. - The order number if the question is about a specific order — for example
#1007. - The name of the option set involved, and the field key if you know which one.
Never include an API key, a password, an access token or a staff login in a message to us. We never ask for one, and we do not need admin access to your store to answer a support question.
Check these first
These three cover almost everything reported to us, and each one you can settle yourself in a minute.
1. Buyers cannot see the option fields on the product page
The fields are drawn by a theme app block, so they appear only where the block has been placed. In your Shopify admin open Online Store → Themes → Customize, switch to a product template, and check that the Product options app block has been added to it. A theme change, a theme update or a switch to another theme does not carry the block across, so it has to be added again.
Then open Option sets in the app and confirm the set is marked Active rather than Paused, and that it applies to the product you are looking at. The app's Overview screen shows a warning banner when your storefront is not showing your current option sets; when it does, the Settings screen has a Send option sets to the storefront again button that republishes them and reports what went wrong if the publish fails.
2. An order is not listed on the Order checks screen
Orders are checked from Shopify's order-created webhook, which occasionally arrives late or not at all. Recent orders are re-read on a schedule to catch that, and you can run the same re-read immediately: Settings → Catching a missed order → Re-read recent orders. It reports how many orders it scanned and how many were newly checked.
If the order is listed but reads No options expected, no active option set applied to the products on it — check on the Option sets screen which products and collections that set covers.
3. An alert email did not arrive
Open Settings and confirm the recipient address is the one you expect and that missing-option alerts are switched on; the Overview screen also warns when a store has found missing options but has no recipient recorded. Then check the spam and quarantine folders of that mailbox for messages from shin@sognoragroup.com, and add that address to your allowed senders — filtering by a corporate mail gateway is the most common cause.
If delivery failed rather than being filtered, the app says so: the Overview screen lists alerts that could not be delivered with a Retry delivery button, and each order check on the Order checks screen carries the reason its alert failed. Fix the address, then retry — the order check itself was recorded either way.
Reporting a bug or asking for a change
Send it to the same address. A bug report that includes the shop domain, the order number and what you expected to happen goes into the queue directly; a feature request is read and answered even when the answer is that we are not going to build it.
Privacy and security questions
What the app stores, what it deliberately does not store, and how to have it deleted is set out in the Privacy Policy, effective 4 August 2026. Requests to access, correct or delete your data go to the same support address, and we confirm that a requester is authorised for the shop before acting.