Annotrack Support

 

Welcome to Annotrack support. This page covers common questions and troubleshooting steps. If you can’t find what you need here, please email us and we’ll get back to you within one business day.

 

Getting Started

Installing the App

Annotrack installs directly from the Shopify App Store. Once installed, it appears in your Shopify admin under Apps. No additional setup is required — the app authenticates automatically using your store session.

 

First Steps

After installing:

  1. Open the app from your Shopify admin
  2. You’ll land on the Dashboard, which shows your annotation timeline alongside order and revenue data
  3. Click “Add Annotation” to create your first note
  4. Optionally, set up Categories (Growth, Unlimited plan) to organise your annotations

 

 

Troubleshooting

App Won’t Load / Blank Screen

Symptom

The app opens but shows a blank page or spinning loader that never resolves.

Steps to resolve

  • Hard-refresh the page (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows)
  • Clear your browser cache and cookies for myshopify.com
  • Try a different browser (Chrome is recommended)
  • Disable browser extensions, particularly ad blockers or script blockers, which can interfere with Shopify embedded apps
  • Check that your Shopify admin session is active — log out and back in if needed

If the issue persists, email us with your shop URL and a description of what you see.

 

Annotations Not Saving

Symptom

You create or edit an annotation but the changes don’t appear after saving.

Steps to resolve

  • Check your internet connection — a dropped connection during save will prevent data from being written
  • Refresh the page and check if the annotation appears — occasionally the UI may not update immediately
  • Ensure you’re not on the Free plan and hitting the 25-annotation limit. A banner will appear at the top of the app if you’ve reached the limit
  • Try logging out of Shopify admin and back in, then attempt the save again

 

Chart Shows No Data

Symptom

The dashboard chart appears but shows zero orders or revenue, or the chart is empty.

Steps to resolve

  • Check the date range selector — ensure it covers a period where you have order history
  • New stores or dev stores with no orders will show empty charts — this is expected
  • If you have orders but the chart is empty, try adjusting the date range to a wider window
  • Sessions data (website traffic) requires additional Shopify API permissions. If sessions show as zero, this is a known limitation while we await approval from Shopify for extended data access. Orders and revenue data is unaffected

 

Impact Report Shows Incorrect Figures

Symptom

The revenue or order figures in an Impact Report don’t match what you expect.

Steps to resolve

  • Impact reports compare the period before an annotation date against the period after. Ensure the annotation date is set correctly
  • Reports use data from your Shopify store as of the time the report is generated — historical order edits in Shopify may affect figures
  • Check that the date range in the report settings covers the intended window

 

CSV Export Not Working

Symptom

Clicking “Export CSV” produces no download, or the file is empty.

Steps to resolve

  • CSV Export is available on the Unlimited plan only. If you’re on Free or Growth, upgrade to access this feature
  • Check that your browser isn’t blocking downloads from Shopify admin — check your browser’s download settings
  • If you have annotations but the export is empty, try refreshing the page and exporting again

 

Billing / Subscription Issues

Symptom

You’ve upgraded but features are still locked, or you’ve been charged unexpectedly.

Steps to resolve

  • All billing is handled by Shopify. Charges appear on your Shopify invoice, not as a separate charge
  • After upgrading, refresh the app — your plan status should update immediately
  • If features remain locked after upgrading and refreshing, log out of Shopify admin and back in to reset your session
  • For billing disputes or unexpected charges, please contact us at info@thefreshlab.co.uk with your shop URL and we will investigate

 

App Disappeared from Shopify Admin

Symptom

Annotrack no longer appears in your Apps menu.

Steps to resolve

  • The app may have been uninstalled by a staff member with admin access — check your Shopify admin’s app activity log
  • You can reinstall from the Shopify App Store at any time. Your annotations and categories are retained for 30 days after uninstall and will be restored on reinstall within that window
  • After 30 days from uninstall, all data is permanently deleted in line with our Privacy Policy

 

 

Frequently Asked Questions

General

What does Annotrack do?

Annotrack lets you add dated notes directly to your Shopify analytics timeline. You can record events like campaigns, promotions, website changes, or operational issues, then see how they correlate with changes in your orders and revenue. It’s a simple way to build a permanent record of what happened in your store and why your metrics moved.

 

Does the app slow down my store?

No. Annotrack is an admin-only app and is entirely embedded within your Shopify admin. It has no presence on your storefront and has zero impact on your store’s page speed or customer-facing performance.

 

Is my data safe?

Yes. We store only your annotation data and aggregate store metrics — no customer personal data is ever retained by the app. All data is stored on secure servers and deleted within 30 days if you uninstall. See our Privacy Policy for full details.

 

Can multiple staff members use the app?

Yes. Any staff member with access to your Shopify admin can use Annotrack. Staff attribution (recording which team member created an annotation) is available on the Unlimited plan.

 

Plans & Billing

What’s included in the Free plan?

The Free plan allows up to 25 annotations with the default set of categories. It’s a good way to get started and see if the app fits your workflow.

 

What’s the difference between Growth and Unlimited?

  • Growth (£9/month): unlimited annotations, custom categories
  • Unlimited (£15/month): everything in Growth, plus CSV export, impact reports, staff attribution, and annotation templates
  • Both paid plans include a 7-day free trial

 

Do you offer a discount for Shopify Plus stores?

Yes — Unlimited plan for Shopify Plus stores is £29/month, which reflects the higher order volumes and team sizes typically associated with Plus. Contact us if you have any questions about which plan is right for you.

 

Can I cancel at any time?

Yes. You can cancel by uninstalling the app from your Shopify admin. Billing is managed by Shopify and will stop at the end of your current billing cycle.

 

Data & Privacy

What happens to my data if I uninstall?

Your annotations and settings are retained for 30 days after uninstall. If you reinstall within that window, everything is restored. After 30 days, all data is permanently deleted.

 

Does the app access my customer data?

No. The app only accesses aggregate order counts and revenue figures to power the analytics charts. No customer names, email addresses, or personal information are accessed or stored.

 

Where is my data stored?

Data is stored on Railway’s infrastructure, which is hosted in secure data centres. See our Privacy Policy for full details.

 

 

Still Need Help?

If you can’t find the answer here, please get in touch:

Email: info@thefreshlab.co.uk

We aim to respond to all support enquiries within one business day (Monday–Friday, UK hours).