Popcorn Replay Customer Visits

You can avoid recording your own visits by excluding your specific IP, inside the settings tab. We record store admin sessions to make it easier for merchants to test the app during trial period.

Hi there, Popcorn was used by your account since October 2020. Since it was installed, we have not received any support ticket or email by your account. Our team is available to help through a live chat and email. We will be happy to solve any issues as they arise. Please note the app billing plan was *manually* activated by the store admin on March 23rd, 2023. As any other Shopify app billing charge - it is visible in plain sight inside each and every Shopify monthly invoice, under the "Apps" section. A charge will be automatically deactivated once the app is uninstalled. We have a satisfaction guarantee policy through which any of our accounts can be refunded with no questions asked. Please let us know if you need any further assistance via email - [email protected].

Please note apps (and I mean *any app*) can not record inside Shopify checkout pages due to security and privacy reasons. In fact, Shopify blocks any scripts from loading inside checkout pages. This means, it won't be possible to watch customers while they are inside the checkout page as they fill in their credit card details and other very sensitive information which is considered PII (personal identifiable information). Popcorn is designed to follow very strict privacy rules, keeping all sessions anonymous. Otherwise, you (as a merchant) might face severe legal issues. In other words, this set of rules is there to keep you safe. As such and by design - sessions will be cut off at the point where customers proceed to checkout. That is the most common reason for a recording freeze. Please let us know if you have any other questions or concerns. You can reach out to us directly via email [email protected]

Hi there, the app works across dozens of stores who use Dawn - it is not limited by a specific theme. You've mentioned you are experiencing the same issue you had when using a different recording app (Propel). As such - the error is coming from your specific theme files, and not the app. It seems that you are trying to view an app or a custom element which is located on top of your main page. Some elements are wrapped inside iFrames which means we (or any other recording app) do not have access to their code, and can not technically record them in the view. That does not mean they won't show, it just means they would not be presented inside a recording. In these cases, we render widgets as gray blocks. The root cause of apps not able to render iFrames is because the app simulates your store HTML and visitors mouse movements. It's more of a front end simulation of your store, rather than a video. You can read about the technology here: https://en.wikipedia.org/wiki/Session_replay. If we would record a video - that would make your store unusable as it would take the entire bandwidth. Thank you for your understanding and happy to answer any questions directly - [email protected].

Thank you so much for your 5 star review! We really appreciate hearing that our app helped you to track the behavior of your customers and see where you could improve your Shopify store. Thanks again!

Thank you so much for your 5-star review! If there's anything else we can help with, please let us know.

Hi there, We will not record checkout pages due to security and privacy reasons. So some sessions will be cut off at that point. In addition, some parts of the "video" might be missing, as it's not actually a video. The app simulates your store HTML and visitors mouse movements. It's more of a front end simulation of your store, rather than a video. You can read about the technology here: https://en.wikipedia.org/wiki/Session_replay (If we would record a video - that would make your store unusable as it would take the entire bandwidth). As such, some HTML elements might result in error in the simulation. We are constantly working on improving the HTML simulation on our end to reduce such cases. But we can't technically guarantee 100% coverage. We have responded to your initial messages 9 days ago, please check your email inbox for more information.