Support
How can we help?
Show Shopify merchants where their products appear in observed AI-assisted answers, explain the evidence, prepare a reviewable Shopify fix, and recheck the observed result. If you are stuck during installation, onboarding, billing, or a scan, we can help.
Support commitment
We respond within one business day, Monday through Friday, excluding public holidays. If a complete answer needs investigation, the first reply will include your reference and the next concrete step.
12 support answers
How do I install Pulse?
Open Pulse from the Shopify App Store, choose Install, and approve the requested Shopify permissions. The app then guides you through your store, competitor, and buyer-question setup.
Will Pulse change my store automatically?
No. Pulse prepares reviewable recommendations. A merchant must approve a supported change before it is applied to Shopify.
How long does the first audit take?
The first setup can take a few minutes while Pulse gathers store and AI-search evidence. You can leave the app open while background checks finish; the dashboard will show the current state.
Which AI engines does Pulse monitor?
Pulse can monitor supported buyer questions across ChatGPT, Claude, Perplexity, and Gemini. Every result identifies its engine, observation time, and available source evidence.
Why does a dashboard sometimes show partial data?
Aggregate measurements can finish before every answer and citation row is available. Pulse labels queued, collecting, partial, measured-zero, and current states instead of turning unfinished data into a false zero.
What is the difference between a fix and an opportunity?
An automatic fix has a supported Shopify change that Pulse can preview, apply after approval, and read back. An opportunity is an evidence-backed action that still needs merchant judgment or work outside Shopify.
How does the trial and billing work?
Pulse includes a 14-day trial on the current plans. Shopify handles subscription approval, billing, and cancellation; you can manage the subscription from the app's billing screen.
Can I upgrade, downgrade, or cancel without contacting support?
Yes. Plans and billing provides self-serve monthly and annual plan changes plus cancellation. A paid plan starts or changes only after approval on Shopify's confirmation screen.
How do I enable the Pulse SEO Schema app embed?
Open Home in Pulse and use the theme integration action. Shopify opens the current theme editor, where you can enable Pulse SEO Schema and save. Home then reads Shopify's published-theme status and confirms when it is active.
Does Pulse guarantee rankings or citations?
No. Pulse reports observed evidence and helps you close documented gaps, but no app can guarantee placement in ChatGPT, Claude, Perplexity, Gemini, Google AI, Grok, or search engines.
How does Pulse handle store and customer data?
Pulse requests only the Shopify access needed for its documented workflows, verifies Shopify webhooks, and publishes its retention and deletion practices in the Privacy Policy. Do not send customer exports or credentials to support.
What should I include when something is not working?
Send your shop domain, the page and action involved, the approximate time, and what you expected. Screenshots are helpful, but never include passwords, API keys, billing details, or customer exports.
Contact support
Email support@merchpulse.app with your shop domain, the page you were on, and the time of the problem. Please do not send passwords, API keys, or customer exports.
You can also review our Privacy Policy and Terms of Service.