Support
Find answers to common questions or get in touch with our team.
Frequently Asked Questions
1How do I install ExitPop AI on my Shopify store?
Click 'Install Free' on our homepage or find us in the Shopify App Store. Once you authorize the app, the popup widget is automatically installed on your store. No code required!
2Why isn't my popup showing?
Check these common issues: 1) Make sure the popup is set to 'Active' in your dashboard. 2) Clear your browser cookies - you may have already triggered the popup and it won't show again for 7 days. 3) Check your display conditions - ensure your cart value or page views match the rules you set.
3How does exit intent detection work?
On desktop, we detect when a visitor's mouse moves toward the browser's close button or address bar. On mobile, we detect rapid upward scrolling (toward the URL bar). This triggers the popup right before they leave.
4Can I customize the popup design?
Yes! You can customize colors, text, button styles, and add your own discount codes. Use our popup builder to preview changes in real-time before publishing.
5How do I access emails captured by the popup?
All captured emails appear in your ExitPop AI dashboard. You can export them to CSV or connect to email marketing services like Klaviyo or Mailchimp (coming soon).
6What counts as a 'popup view'?
A popup view is counted each time the popup is displayed to a visitor. If the same visitor sees the popup multiple times (after the 7-day cookie expires), each display counts as a view.
7How do I upgrade my plan?
Go to your ExitPop AI dashboard and click on 'Settings' or 'Billing'. You can upgrade, downgrade, or cancel your subscription at any time. Changes take effect immediately.
8Does the popup slow down my store?
No. Our popup widget is lightweight (<15KB) and loads asynchronously, meaning it won't block your page from loading. We optimize for Core Web Vitals.
9Can I show different popups on different pages?
Yes! Use the 'Display Conditions' in the popup builder to specify which URLs should show (or not show) each popup. You can use exact URLs or patterns.
10How do I uninstall the app?
Go to your Shopify Admin → Apps → ExitPop AI → Delete. This removes the app and its script from your store. Your popup data is retained for 30 days in case you reinstall.
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