Support

One inbox, answered by the people who build the app. Include your myshopify.com domain and, if it is about one visit, the time you see in Analytics — we can usually answer in one reply.

Check these first

Nothing is being blocked

Check the app embed first. Open your theme editor, go to App embeds and make sure Zonify is switched on — nothing is enforced until it is. The Zonify Dashboard says whether your store is protected and links straight there. Then check that a rule on the Countries or IP addresses page matches the visitor. If your store has a password page, visits can't reach Zonify until the password is entered.

A visitor from a blocked country got in

Zonify reads the country from the visitor's browser: its time zone, then its language. A visitor who changed those settings, or a traveller whose device still uses another time zone, can be placed in a different country, and a visitor whose country can't be told is let through. Analytics shows the country Zonify worked out for each visit.

I blocked myself on my own storefront

Your Shopify admin and the Zonify app are never blocked, so you can always fix it. Change or remove the rule in Zonify, then reload your storefront. To stop it happening again, click Always allow my IP on the Zonify Dashboard, or add your IP as Always allow on the IP addresses page: an always-allowed address skips every rule and affects nobody else.

Blocked visitors see my store for a moment

That happens on a visitor's first page, for about a second: Shopify sends the page before any app can check the visitor. On their next pages, their browser remembers the block and shows it straight away.

I removed a rule, but a visitor still sees the block

Ask them to reload the page. Their browser remembers a block for up to 24 hours, but it checks your current rules on every page load and gives them the store back as soon as the check allows them.

My search ranking dropped after I added a country rule

Crawlers that run scripts, like Google's, are checked like any visitor. If your rules block the country a crawler appears to come from, it may see your block page instead of your store. Check an affected page with the URL Inspection tool in Google Search Console. If it shows “Store not available”, change the rule, or write to us and we'll look at it with you.

Content protection is getting in the way

Form fields stay selectable and pasting always works. If something on your store stops working, tell us the page and what you clicked. Switching a protection off in Zonify takes effect on the next page load.

The recorded IP address looks wrong

A device often has two addresses, an IPv4 one and an IPv6 one, and your storefront can see a different one from your admin. On the IP addresses page, + Add my IP fills in the address your storefront sees. If it still looks wrong, send us one example from Analytics with its time.

The CSV export has fewer visits than Analytics

Each download holds up to 10,000 visits from the range you picked. If your store had more visits than that, choose a shorter range.

More answers are in the FAQ.

Data requests

If a visitor asks what your store recorded about them, or asks for it to be deleted, forward the request to business@frostleaf.co with their IP address and the approximate time of their visit. We action these within 30 days, and visit records are deleted automatically after 90 days anyway. See the privacy policy for what we hold and for how long.