Frequently Asked Questions

Quick answers to common questions about the AccessioAI Shopify app.

Installation & Setup

How do I install the AccessioAI app?

1. Visit the Shopify App Store
2. Search for "AccessioAI Web Accessibility"
3. Click "Add app" and approve permissions
4. Go to Online Store → Themes → Customize → App embeds
5. Enable the AccessioAI widget
6. Save your changes

The entire process takes less than 5 minutes.

Do I need coding knowledge to use the app?

No! AccessioAI is designed to work out of the box. Simply install the app, enable the widget, and everything works automatically. No coding required.

What Shopify plans does this work with?

AccessioAI works with all Shopify plans:

• Shopify Basic
• Shopify
• Advanced Shopify
• Shopify Plus

Is the app compatible with my theme?

Yes, AccessioAI is compatible with:

• All Shopify 2.0 themes (recommended)
• Most legacy themes
• Custom themes

If you have compatibility issues, contact [email protected].

Features & Functionality

What accessibility features are included?

Depending on your plan:

All Plans:

• Accessibility widget for visitors
• Basic compliance tools

Starter & Above:

• AI-generated image alt text
• AI video descriptions
• AI screen reader support
• Basic accessibility widget

Pro & Above:

• Voice navigation
• Color blind support modes
• Priority support
• Advanced analytics

Ultra & Above:

• 100+ language support
• Multi-store management
• Dedicated account manager

Enterprise:

• Unlimited everything
• 24/7 support
• Custom solutions

How does AI alt text generation work?

Our AI analyzes your product images and generates descriptive alt text automatically:

1. You upload products with images
2. Our AI processes images within 24 hours
3. Alt text is automatically added
4. You can review and edit if needed

The AI considers product context, colors, features, and composition to create accurate descriptions.

Does this make my store 100% WCAG compliant?

AccessioAI provides powerful tools to help achieve WCAG 2.1 AA compliance, but compliance is a shared responsibility:

We provide:

• Automated accessibility features
• Compliance monitoring
• Best practice tools
• Continuous updates

You're responsible for:

• Content accessibility (clear writing, proper headings)
• Color contrast in your theme
• Keyboard navigation support
• Overall site structure

Think of us as your accessibility co-pilot, not autopilot.

Can visitors customize their accessibility experience?

Yes! The AccessioAI widget allows visitors to:

• Adjust text size
• Change color contrast
• Enable high-contrast mode
• Activate screen reader enhancements
• Toggle keyboard navigation hints
• Select color blind support mode (Pro+)
• Choose their preferred language (Ultra+)

Preferences are saved per visitor.

Billing & Pricing

What counts as a page view?

A page view is counted when:

• A visitor loads any page on your store
• Each page load counts separately
• Multiple visits by the same person count multiple times

Not counted:

• Bot traffic (filtered out)
• Admin pages
• Checkout pages (Shopify's domain)
• Development/preview themes

What happens if I exceed my monthly quota?

When you reach your page view limit:

1. Warning at 80%: You'll receive an email notification
2. Limit reached: New features stop processing
3. Existing features: Continue to work normally
4. Options: Upgrade your plan or wait for next cycle

Your store remains functional - we just pause processing new accessibility enhancements.

Can I upgrade or downgrade plans?

Upgrading:

• Takes effect immediately
• Prorated billing for the current cycle
• New quota available instantly

Downgrading:

• Takes effect at next billing cycle
• You keep current features until then
• No prorated refunds

Do you offer refunds?

Yes! We offer a 14-day money-back guarantee on all paid plans.

To request a refund:

1. Email [email protected]
2. Provide your store URL
3. Brief reason (helps us improve)
4. Processed within 5 business days

Is there a free trial?

Yes! The Free plan includes:

• 10,000 page views
• Basic accessibility widget
• Core features
• No credit card required
• 7 days trial

Perfect for testing before committing to a paid plan.

Technical Questions

Does this slow down my store?

No. AccessioAI is highly optimized:

• Lighthouse impact: < 10 points
• Load time: Minimal impact (~100ms)
• CDN delivery: Global edge servers
• Lazy loading: Features load as needed
• Compressed: Optimized bundle size

We continuously monitor and optimize performance.

How is data processed?

Image Processing:

• Images sent to our AI servers
• Processed securely via HTTPS
• Alt text returned and stored
• Original images never stored by us

Page View Tracking:

• Anonymous counting system
• No personal data collected
• Privacy-compliant (GDPR, CCPA)
• Used only for quota management

Is my data secure?

Absolutely. We implement:

• TLS/SSL encryption for all data in transit
• Encrypted storage for all data at rest
• GDPR compliance with full data protection
• Regular security audits by third parties
• No data selling - ever

Read our full Privacy Policy.

Can I customize the widget design?

Basic Customization (All plans):

• Position on page
• Basic color scheme
• Icon style

Advanced Customization (Pro+):

• Custom colors
• Brand matching
• Custom text
• Icon replacement

Full Customization (Enterprise):

• Complete white-labeling
• Custom functionality
• API access
• Tailored solutions

Contact [email protected] for customization requests.

What happens if I uninstall the app?

When you uninstall:

1. Immediate: Widget stops appearing on your store
2. Within 48 hours: All your data is removed per GDPR
3. Billing: Subscription cancels automatically
4. Reinstall: Fresh start with new configuration

You can reinstall anytime without penalty.

Compliance & Legal

Are you GDPR compliant?

Yes! We fully comply with GDPR:

• Data minimization: Collect only necessary data
• Right to access: Request your data anytime
• Right to deletion: Full data deletion available
• Data portability: Export your data
• Transparent processing: Clear privacy policy
• EU data residency: Available on Enterprise

Do you comply with CCPA?

Yes, we comply with the California Consumer Privacy Act:

• No selling of personal data
• Opt-out mechanisms available
• Data access and deletion rights
• Clear privacy disclosures

What about other privacy laws?

We also comply with:

• PIPEDA (Canada)
• LGPD (Brazil)
• DPA (UK)
• Other major privacy regulations

Can this protect me from ADA lawsuits?

While AccessioAI significantly improves your store's accessibility, we cannot guarantee legal protection. Here's why:

What we do:

• Provide robust accessibility tools
• Follow WCAG 2.1 AA guidelines
• Continuously update for compliance
• Offer monitoring and alerts

What we don't control:

• Your content quality
• Your theme's base accessibility
• Your business practices
• Legal interpretation of ADA

Recommendation: Use AccessioAI as part of a comprehensive accessibility strategy that includes:

• Regular accessibility audits
• Staff training
• Clear accessibility policies
• Legal counsel consultation

Support & Resources

How do I contact support?

Email: [email protected]

Response Times:

• Free/Starter: Within 48 hours
• Pro: Within 24 hours
• Ultra: Within 12 hours
• Enterprise: Within 4 hours + phone support

What information should I include in a support request?

Please provide:

1. Your Shopify store URL
2. Current plan tier
3. Detailed description of the issue
4. Screenshots (if applicable)
5. Steps to reproduce the problem
6. What you've already tried

This helps us resolve issues faster.

Where can I find documentation?

Main Documentation: accessio.ai/docs

Topics covered:

• Installation guides
• Feature tutorials
• Best practices
• API documentation
• Troubleshooting guides

Do you offer training or onboarding?

Self-Service (All plans):

• Comprehensive documentation
• Video tutorials
• Knowledge base

Guided Onboarding (Ultra+):

• One-on-one setup assistance
• Best practice consultation
• Feature walkthrough

Full Training (Enterprise):

• Team training sessions
• Custom implementation guidance
• Ongoing strategy consultation

Can I request new features?

Yes! We love feedback. To request features:

1. Email [email protected] with "Feature Request" in subject
2. Describe the feature and use case
3. Explain why it would help you

Popular requests are prioritized in our roadmap.

Troubleshooting

Widget not showing on my store

Try these steps:

1. Verify app embed is enabled:

   • Go to Themes → Customize → App embeds
   • Toggle AccessioAI widget ON
   • Click Save

2. Clear cache:

   • Clear browser cache
   • Try incognito/private browsing
   • Try different browser

3. Check theme compatibility:

   • Verify you're using Shopify 2.0 theme
   • Update theme to latest version
   • Check for conflicting apps

4. Still not working?

   • Contact [email protected] with your store URL

Alt text not generating

Possible causes:

1. Plan limitation: Ensure you're on Starter plan or higher
2. Processing time: Allow up to 24 hours for initial processing
3. Image quality: Very low-quality images may fail
4. Format issues: Some exotic image formats not supported

Solution: Check your plan, wait 24 hours, or contact support.

"Configuration Required" on upgrade button

This means: Stripe pricing isn't configured yet (usually during beta/setup)

Solution:

• Wait for full production deployment
• Contact [email protected] if this persists
• Check status page for any ongoing issues

Payment declined

Common reasons:

1. Insufficient funds: Check account balance
2. Card expired: Update payment method
3. Bank block: Contact your bank
4. Incorrect details: Verify card information

How to fix:

1. Update payment method in Shopify billing
2. Retry the transaction
3. Contact [email protected] if issues persist

Still Have Questions?

Can't find your answer? We're here to help!

• Email: [email protected]
• Documentation: accessio.ai/docs
• Schedule a Call: Book a demo

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Last updated: December 2025