Help centre
Everything we get asked, answered once
Setup, what gets recorded, how the plans differ, and what to do when something does not look right. If it is not here, email help@dynoweb.app.
On this page
Getting started
Installation, the first week, and what to expect before there is enough data to be useful.
- How do I install DynoWeb?
- Install it from the Shopify App Store like any other app. It starts collecting on your existing theme — there is no snippet to paste, no tag manager to configure, and nothing to re-do when you change themes.
- Do I need a developer?
- No. Installation and day-to-day use need no code at all. If you do have a developer, they can query the same data from Claude, Cursor or ChatGPT over MCP.
- How long until I see something useful?
- Most stores have readable heatmaps and their first findings after a day of normal traffic. Lower-traffic stores need longer — you are waiting for exits to form a pattern rather than a handful of anecdotes.
- Will it slow my storefront down?
- Collection is designed to stay off the critical path. If you are worried about your overall load time, Storefront Speed will tell you which assets are actually costing you.
- Where should I look first?
- Your highest-traffic product template, on mobile. That combination surfaces more fixable friction than anywhere else in a typical Shopify store.
Data and recording
What counts as a session, how long recordings are kept, and what happens at the cap.
- What counts as a session?
- One visit by one shopper. Somebody who browses, leaves, and comes back later counts as two sessions. The session cap is the main difference between plans, so pick one that comfortably covers a normal month.
- What happens if I hit my session limit?
- Recording pauses for the rest of the billing period rather than billing you for the overage. Everything already captured stays available, and upgrading resumes recording immediately.
- How long are session replays kept?
- 30 days on Free, 90 on Growth, 180 on Pro and 365 on Custom. Retention matters more than it sounds — a longer window means a longer baseline to measure a change against.
- What is captured in a replay?
- Interaction behaviour: movement, scrolling, clicks and taps, and navigation between pages. It is a reconstruction of the visit, not a video recording of anyone's screen.
- Are payment or customer details recorded?
- No. Sensitive input is excluded from capture, and Shopify checkout is not something apps record. See the privacy policy for the full detail.
- Can I separate mobile from desktop?
- Yes, and you should. When most of your traffic is mobile, a blended figure describes an experience none of your shoppers actually had.
Using the features
The three things the product does — find the leak, propose the fix, prove it worked.
- How do heatmaps and replay differ?
- A heatmap tells you where attention lands across many sessions. Replay tells you what one shopper was trying to do. Use the heatmap to find the place and replay to understand the intent.
- What is a CRO Report?
- A periodic write-up of what the data found and what to change about it. Free includes one summary a month; paid plans get full reports, up to unlimited on Custom.
- What is a Popups?
- An on-site message that fires on an intent signal rather than on a timer. A timer interrupts everyone, including shoppers who were going to buy anyway; a signal reaches the ones already showing exit behaviour.
- Does the AI change my store on its own?
- No. Changes are proposed and previewable, and applying one is an explicit approval. The agent does the drafting; you keep the decision.
- How is impact measured?
- Each change is compared against its own baseline and tied back to orders rather than to a proxy metric. That is what stops a good week being mistaken for a good change.
- Which MCP clients are supported?
- Claude, Cursor and ChatGPT. MCP Integration exposes your store's behavioural data as tools those clients can call, so questions get answered in the editor rather than in a dashboard tab.
Plans and billing
Trials, upgrades, invoices and cancellation.
- How does the free trial work?
- Every paid plan includes a 7-day free trial, available once per store on your first paid subscription. Moving between paid plans later does not start a new trial.
- Is there an annual plan?
- No. All plans are monthly. There is no annual toggle and no long-term commitment.
- Can I change plans mid-month?
- Yes. Upgrading takes effect immediately, including the higher session cap. Billing is prorated by Shopify.
- How do I cancel?
- Uninstall the app from your Shopify admin. Billing stops with the subscription — there is no separate account to close and no cancellation flow to sit through.
- Where are my invoices?
- In your Shopify admin, alongside every other app charge. DynoWeb bills entirely through Shopify, so nothing appears on a separate card statement.
Troubleshooting
When something looks wrong, start here.
- I am not seeing any sessions
- Check that the app is still installed and enabled, and that the store has had traffic since installing. If both are true and nothing is appearing after a few hours of real visits, email us with your store URL.
- My heatmap looks empty or sparse
- Heatmaps need volume before they read as patterns. On a low-traffic page, give it longer or look at a higher-traffic template first.
- Recording stopped partway through the month
- That is the session cap. Recording pauses rather than billing an overage. Upgrading resumes it right away.
- A replay does not match what I see on the storefront
- Usually a theme change since the visit was recorded — a replay reconstructs the page as it was at the time. If the difference is not explained by a deploy, send us the session and we will look.
- The data disagrees with my Shopify analytics
- Different tools count differently — sessions, bots and attribution windows all vary. Use DynoWeb for where and why behaviour changes, and treat Shopify as the source of truth for orders.
Still stuck
Email us and include your store URL
One inbox, read by the people who build DynoWeb. Tell us what you expected to see and what you saw instead — that pair answers most questions in one reply. Paid plans include email support, and Pro and Custom are prioritised.
Comparing plans? See pricing. Wondering what other stores use it for? Browse solutions.