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Support

Annotrack support.

Welcome to Annotrack support. This page covers common questions and troubleshooting steps for adding annotations to your Shopify analytics timeline. If you can’t find what you need here, email info@thefreshlab.co.uk and we’ll respond within one business day.

Getting started

Install Annotrack from the Shopify App Store and create your first annotation in under five minutes.

Read the guide →

Troubleshooting

Blank screens, missing data, saving issues, CSV export and billing. The fixes for the situations we see most.

Browse fixes →

FAQ

General, plans & billing, data & privacy. The answers we send most often.

Read FAQ →

Getting started

From clean install to your first annotation. Here’s the path most stores take.

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.

Install Annotrack from the Shopify App Store

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 and Unlimited plans) to organise your annotations.

Troubleshooting

The situations we see most often, and how to resolve each one in under a minute.

App won’t load · blank screen

Symptom

The app opens but shows a blank page or a 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.
  • Ensure you’re not on the Free plan and hitting the 25-annotation 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 requires additional Shopify API permissions. If sessions show as zero, this is a known limitation while we await approval from Shopify.

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 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.
  • If you have annotations but the export is empty, try refreshing the page and exporting again.

Frequently asked questions

Grouped by the questions we’re asked most.

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.

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.

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. See our Privacy Policy for full details.

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 templates.
  • Both paid plans include a 7-day free trial.
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.