Answers first. Humans right after.
Setup, publishing, integrations, and the problems merchants actually run into — organised so you can find the one you have.
Browse by topic.
Getting started
Orientation for a brand-new Signals account.
- What Signals does and what it does not do
- Surveys, Sparks, and Signal profiles explained
- Your first survey in ten minutes
- Understanding the response dashboard
- Inviting teammates and setting roles
Installation
Adding Signals to your Shopify store and connecting your data.
- Installing from the Shopify App Store
- Permissions Signals requests and why
- Adding the storefront app embed to your theme
- Publishing to the Shopify thank-you page
- Verifying that responses are being recorded
Publishing surveys
Getting a survey in front of the right customers at the right moment.
- Storefront placements: page, modal, and inline
- Publishing a survey to a dedicated URL
- Embedding a Spark in a Klaviyo email
- Targeting rules and audience conditions
- Scheduling, pausing, and closing a survey
Integrations
Connecting Klaviyo and Compass, and confirming data is flowing.
- Connecting Klaviyo and authorising the sync
- Mapping answers to Klaviyo profile properties
- Which events Signals sends and when
- Connecting Compass (optional — never required)
- Checking sync health and recent activity
Troubleshooting
The problems merchants actually hit, and how to resolve them.
- Survey not appearing on the storefront
- Responses recorded as anonymous instead of identified
- Klaviyo properties not updating on the profile
- Duplicate or repeated responses from one customer
- Theme conflicts and content security policy errors
Billing & plans
Subscription management, limits, and invoicing through Shopify.
- How Signals billing works through Shopify
- Plan limits and what happens when you reach one
- Upgrading, downgrading, and proration
- Invoices, receipts, and tax details
- Cancelling and what happens to your response data
The five questions we get most.
My survey is not showing on the storefront.
Confirm the app embed is enabled in your theme editor, that the survey is published rather than in draft, and that its targeting rules match the page you are testing on. Preview mode ignores targeting; the live storefront does not.
Responses are coming through as anonymous.
Signals identifies a respondent when a Shopify customer session or an email-linked entry point is available. Responses from logged-out visitors on a public URL will be anonymous by design until the customer identifies themselves.
Klaviyo properties are not appearing.
Check the integration is connected and the answer has an explicit property mapping. Properties are created on the Klaviyo profile at the moment of the first response that includes them, so a mapping added after responses came in will not backfill automatically.
Do I need Compass to use Signals?
No. Signals is a complete Shopify survey product on its own and works fully with Shopify and Klaviyo. Compass makes responses more powerful by combining them with unified profile data, but it is never a prerequisite.
Who owns the response data?
You do. Merchants own their customer responses, can export them at any time, and can request deletion. We never sell merchant customer data.
If the help center is not the right place.
Documentation
Full reference for concepts, configuration, and the data model.
API & developers
Events, webhooks, authentication, and the SDK.
Service status
Check whether something is actually down before you debug it.
Changelog
Confirm whether recent behaviour changed on purpose.
Security & privacy
Data ownership, retention, deletion, and implemented controls.
Guides
Strategy rather than mechanics — how to design the survey itself.
Some questions need a human.
If your survey is not behaving the way you expect, if you are reviewing Signals for security or procurement, or if you want a second opinion on a survey before it reaches your customers, contact us directly. Include your store domain and the survey name and we can usually answer in one reply instead of three.
What to include
- Your Shopify store domain
- The survey or Spark name
- What you expected to happen
- What happened instead
- A page URL where you can reproduce it
- Whether it ever worked before
Not installed yet? Start there.
Most help center questions only come up once you have a survey live. Install Signals and the rest is much easier to follow.