Frequently Asked Questions

Find answers to common questions about ReplayPRO.

General

What is ReplayPRO?

ReplayPRO is a session recording and visitor analytics app for Shopify stores. It helps you understand how visitors interact with your store by recording their sessions and providing detailed analytics.

How does ReplayPRO work?

ReplayPRO adds a small script to your store that captures visitor interactions. This includes page views, clicks, scrolling, and form interactions. The data is processed and made available in your ReplayPRO dashboard.

Is ReplayPRO compatible with my theme?

Yes, ReplayPRO works with all Shopify themes. We recommend using Theme App Extensions for the best experience with Online Store 2.0 themes.

Privacy & Security

Is ReplayPRO GDPR compliant?

Yes. ReplayPRO includes privacy features to help you comply with GDPR:

  • Input masking to hide sensitive data
  • Option to mask customer details on order pages
  • Ability to exclude specific visitors from tracking
  • No recording of checkout/payment pages

What data does ReplayPRO collect?

ReplayPRO collects:

  • Page views and navigation
  • Mouse movements and clicks
  • Scroll behavior
  • Cart and order events (if enabled)
  • Device and browser information
  • Geographic location (country/city level)

ReplayPRO does NOT collect:

  • Payment information
  • Passwords (automatically masked)
  • Data from Shopify checkout pages

Can visitors opt out of tracking?

Visitors can be excluded from tracking in several ways:

  • You can manually exclude specific visitors
  • You can block visitors by IP, country, or visitor ID
  • Third-party cookie consent tools can prevent the script from loading

Recording & Playback

Why are some sessions not recorded?

Sessions may not be recorded if:

  • Video recording is disabled in Settings
  • The visitor was excluded or blocked
  • Your monthly pageview limit was reached
  • The Theme App Extension is not enabled
  • The visitor uses an ad blocker that blocks the script

Why can't I see the checkout page in recordings?

Shopify checkout pages cannot be recorded for security reasons. This is a Shopify restriction, not a ReplayPRO limitation. Recordings will show a "Not recorded" indicator for checkout pages.

How long are recordings stored?

Recordings are stored based on your plan. Older recordings may be automatically deleted to manage storage. Your visitor data and session history remain available even after video files are removed.

Why is the recording quality poor?

Recording quality depends on:

  • The visitor's screen resolution
  • Browser compatibility
  • Dynamic content loading
  • Third-party widgets and iframes

Some elements like external videos or iframes may appear as placeholders.

Plans & Billing

What counts as a pageview?

Each time a visitor loads a page on your store, it counts as one pageview. A typical session includes 3-10 pageviews.

What happens when I reach my limit?

When you reach your monthly pageview limit:

  • New sessions stop being recorded
  • Existing data remains accessible
  • Analytics continue to work with existing data
  • You can upgrade for more pageviews

Can I change my plan?

Yes, you can upgrade or downgrade at any time:

  1. Go to Settings > Plan & Limits
  2. Click Upgrade Plan
  3. Select your new plan
  4. Confirm in Shopify

How do I cancel?

You can cancel ReplayPRO from your Shopify admin:

  1. Go to Apps in Shopify admin
  2. Find ReplayPRO
  3. Click Uninstall

Your data will be deleted after uninstallation.

Technical

Does ReplayPRO slow down my store?

No. ReplayPRO is designed for minimal performance impact:

  • Scripts load asynchronously (non-blocking)
  • Theme App Extensions are optimized by Shopify
  • Recording happens in the background

How do I enable Theme App Extensions?

  1. Go to Settings or Dashboard in ReplayPRO
  2. Click "Open Theme Settings"
  3. Find ReplayPRO in App embeds
  4. Toggle the Recorder to ON
  5. Click Save

See Theme App Extensions for detailed instructions.

Why is my integration status showing "Pending"?

This means the Theme App Extension needs to be enabled in your theme:

  1. Open your theme editor
  2. Go to App embeds section
  3. Enable the ReplayPRO Recorder
  4. Save your changes
  5. Return to ReplayPRO and click "Check Status"

Can I use ReplayPRO on multiple stores?

Each Shopify store requires its own ReplayPRO installation. Install the app separately on each store you want to track.

Troubleshooting

Sessions are not being recorded

Check the following:

  1. Theme App Extension is enabled and active
  2. Recording is enabled in Settings
  3. You haven't reached your monthly limit
  4. The visitor isn't excluded or blocked
  5. Try visiting your store in incognito mode

I can't find a specific visitor

Try these search options:

  • Search by Visitor ID
  • Filter by location, device, or date
  • Check if the visitor was excluded
  • Use the "Has source" tab if you know their traffic source

Analytics data doesn't match Shopify

ReplayPRO and Shopify may show different numbers because:

  • Different tracking methods
  • Excluded/blocked visitors
  • Bot traffic filtering
  • Timezone differences

ReplayPRO tracks actual visitor interactions, which may differ from Shopify's analytics.

Contact & Support

How do I contact support?

You can reach our support team through the Contact Support button in the app or visit our Contact page.

Where can I request new features?

We love hearing your ideas! Contact us through the app with your feature suggestions.

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