Start with one question to the customer: what did the page say after they pressed send? Ask for help only shows "Message sent" after the email has actually been handed over for delivery. So their answer tells you which half of the problem to look at.
They saw "Message sent"
The email left Tacey. Check, in this order:
Your spam or junk folder, and any filters or rules that move mail automatically. A custom subject line (in Subject line for your team's notification) makes these easy to whitelist.
Which mailbox it went to. Open Editing Tools, then Ask for help, then Configure. If Support email address is empty, messages go to your Customer support email from Global settings, which may be a different inbox from the one you are checking.
The order itself. In Shopify admin, open the order and look under Metafields for Tacey contact-support last sent. A recent time there confirms a message was sent for that order.
They saw "We couldn't send your message right now"
The send did not go through, and the customer was told so honestly. They were also shown your support address to email directly, so check that inbox for a direct email from them.
Common causes:
The send limit was reached (see below).
A temporary email delivery problem. Ask the customer to try again later, or reply to them directly.
Your destination mailbox rejected the message. Check the address in your settings is spelled correctly and can receive mail.
Send limits
To stop abuse, Tacey limits how many messages can be sent:
3 messages per order in 24 hours.
200 messages per store in 24 hours.
Above either limit, the customer sees the same "couldn't send" message and your support address, so they can still reach you by email. You do not need to configure these limits. Genuine customers almost never reach them.
The button is not showing at all
The Tacey block is not placed. Add it in Shopify's checkout editor (Thank you page) and customer accounts editor (Order status page). Turning the tool on in Tacey does not place it for you.
The tool is off. Check Ask for help is turned on in Editing Tools.
There is nowhere to send messages. If neither the tool's Support email address nor your Customer support email is set, the tool is hidden from customers rather than shown broken. The tool page shows "Customers cannot see this yet" until it is fixed.
Ask for help does not depend on the edit window, customer editing being switched on, or the order being editable. If it is placed, on and has a destination, it shows.
If you used Contact support before the current version
Earlier versions opened an email app or a link you set. If your old setting was a link rather than an email address, it could not carry over, and the tool page shows "Your old contact link needs to become an email address." Enter a real email address to turn it back on.
What this does NOT do
Tacey does not keep a copy of messages you can look up later. The email in your mailbox is the record.
Tacey does not retry a failed send automatically. The customer is told it failed and given your address.
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