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Support
Get help with Visibilai.
Email us, or use the Feedback button on any page of the app. We aim to reply within two business days. Priority support: Enterprise messages are answered first, and we aim to reply within one business day (other plans: within two business days). By email and the form in the app; no phone or chat.
Contact
What to include
- Your store address, for example
your-store.myshopify.com. - The page in the app, the question, product or improvement you are asking about.
- What you expected, what happened instead, and any message the app showed.
- A screenshot if it helps. Please do not send passwords or access tokens; we never need them.
Common questions
- I approved changes and nothing has moved. Visibilai compares your results 7 days after you apply changes, and suggests nothing new until then. If nothing moved, it suggests the next step. AI assistants answer differently each time, so results vary from store to store.
- I see no AI orders or visits. Many stores see few or none. AI orders are a lower bound: Visibilai shows the ones Shopify attributes to an AI assistant, plus visits from its optional pixel once you switch it on in the app.
- The Google or Bing numbers are empty. Connect Search Console or Bing Webmaster Tools in the app (both are optional and read-only). Their data can arrive a few days late (Search Console runs 2 to 3 days behind).
- A change failed or I want it back. Each change shows why it failed. Applied changes can be undone from Improvements; the previous value is restored (unless the field was edited since).
- Prompt tracking says “Collecting” or shows a range. Visibilai asks the assistants of your plan the same test prompts each week and shows how often your store was named, as a range from a sample of answers. A new store shows “Collecting” until there are enough answers to show a range. Assistants answer differently for each person, place and time, so this is a sample, never a ranking and never what every shopper sees. Orders and visits from your real traffic are the proof.
- What does Visibilai send to AI providers? To check how AI assistants answer shopper questions about your products, Visibilai sends test questions (and product names from your catalog) to OpenAI, and to Perplexity and Anthropic on plans that include them. We do not send customer or order data. The app shows this notice on its Welcome page and asks you to accept it before the first question is sent. The privacy policy has the details.
- Which assistants are asked? ChatGPT on every plan, Perplexity on Growth and Enterprise, and Claude on Enterprise, through their official APIs. Gemini and Copilot are never asked. Orders Shopify attributes to any AI assistant still appear in AI orders.
- Billing and the trial. Every plan has a 7-day free trial and is billed by Shopify. Starter is billed monthly; Growth and Enterprise can also be paid yearly. Open Plan in the app to change or cancel.
More answers are in the FAQ and the guide to how AI assistants choose products.
For site owners
Our crawler is called VisibilaiBot. It reads only public pages, obeys robots.txt, and you can opt out. Read the VisibilaiBot page.