How to contact Triple Whale support:
- Help Center / knowledge base — kb.triplewhale.com for setup guides, integrations and troubleshooting.
- Contact form — triplewhale.com/contact.
- In-app help — logged-in customers should check the help options inside their Triple Whale account.
We are an independent Triple Whale consultancy, not Triple Whale. Use the channels above for account and billing questions; contact us when you need hands-on implementation or an attribution fix.
When Triple Whale support isn't enough
Platform support is ideal for "how does this feature work?" questions. But many Triple Whale problems live in your own setup — your theme, landing pages, apps, ad accounts and cost settings. That's where an independent Triple Whale expert helps:
- Pixel not firing everywhere — landing pages built outside Shopify, headless storefronts or custom checkouts.
- Orders missing attribution — ads without consistent UTMs, or traffic sources not connected.
- Profit numbers wrong — COGS, shipping, payment fees or custom expenses not configured.
- Numbers don't match Meta, Google or GA4 — and nobody on the team can explain why.
- Dashboards nobody uses — too many metrics, no clear decision rules.
- Integrations disconnected — expired tokens or lost permissions on ad, email or GA4 accounts.
Common Triple Whale fixes
| Problem | Usual fix |
|---|---|
| GA4 data stopped updating | Restore the Google account's access to the property, then reconnect the integration (see Triple Whale + GA4) |
| Ad spend missing for a channel | Reconnect the ad account and confirm the right account IDs are selected |
| Low attribution coverage | Install/verify the pixel on every landing page; standardise UTMs on all ads |
| Profit looks too high | Add product costs, shipping, fees and recurring expenses |
| Team confused by models | Agree one model per decision type and build a simple dashboard for it |
Our Triple Whale support service
- Free 30-minute call — tell us what's wrong; we look at your store and accounts.
- Diagnosis — pixel coverage, integrations, cost settings and test purchases.
- Fix — we implement changes in Triple Whale, Shopify and your ad platforms.
- Verify — numbers reconciled against Shopify orders.
- Optional retainer — monthly health checks and priority help from our Triple Whale experts.
Starting from scratch? See our Triple Whale setup service.