Help
Support
Help for Friction Observatory. Prefer the full guide? See Docs. Inside Shopify Admin, email links are blocked — use Copy and paste into your mail app.
Product support
support@frictionobservatory.com
Setup, audits, billing, Slack and email alerts, Agency portfolio, reports & PDFs.
Privacy requests
privacy@frictionobservatory.com
Data deletion, artifact purge, or questions about our Privacy Policy.
How to install
Install from the Shopify App Store or follow the step-by-step guide (including troubleshooting).
Open install guideFull documentation
Install, generate checkout tests, markets, alerts, agency portfolio, billing, and troubleshooting — with screenshot placeholders for every step.
Open merchant docsWhat to include
Faster replies when your email includes:
- Your .myshopify.com shop domain
- Plan (trial / Pro / Agency) and whether the issue is Monitoring, billing, or Client stores
- Product URL you tested (if relevant)
- Market + device, and the audit / report link if you have one
- Screenshot or the exact error / failure code shown in the app
Quick help
First test after install
- Open the app → Monitoring
- Paste a published, in-stock product URL from this shop (not homepage or cart)
- Pick markets & device, then run a checkout test
- Open the report when it finishes
Password-protected or staging store
Under Optional store settings, save the storefront password and optional staging URL, then re-run the test.
Slack and email alerts
Under Optional store settings, save a Slack Incoming Webhook and/or an alert email → Save → Send test. We only alert after a confirmed store-side issue (not one-off flukes).
Billing
Pro and Agency are charged through Shopify Billing. Approve or cancel charges in Shopify Admin. The 14-day Shopify trial includes 30 checkout tests total (not per day); automatic schedules start when Shopify begins charging. Downgrading Agency removes Client stores and white-label extras until you upgrade again.
Uninstall the app
- In Shopify Admin go to Settings → Apps and sales channels
- Find Friction Observatory → Uninstall
- Confirm — monitoring stops and we run uninstall cleanup for that shop
To stop paid billing without removing the app, cancel the plan under Plan and billing in the sidebar first.
Agency · Client stores
Each client shop still installs the app. Use Client stores to see linked shops, peer comparisons, and branded client reports. Billing is per Shopify shop subscription.
Reading results
- Needs confirmation — first store-side signal (flaky); we wait for a matching retest on the same URL, market, and device before paging you.
- Confirmed issue — same problem again on the same store / market / device.
- Monitor issue — our infrastructure (proxy, bot block, etc.), not a claim that your store is broken.