Help
Support
Questions about Quizberry, a quiz that doesn't behave, or a privacy request? We're here to help.
Contact us
Email quizsupport@horcrux.ro. Requests from stores on the Pro plan are answered first.
For a privacy request, include the customer's email address or order number.
What to include
- Your store's .myshopify.com address
- The quiz name or Quiz ID (in the quiz's Display step)
- What you expected, what happened and the steps to see it
Never send passwords or API keys by email.
Quick fixes
The quiz doesn't show on my store
- Check that the quiz is published (the editor shows “Published”).
- Popups, side drawers and #quiz links need the app embed: Online Store → Themes → Customize → App embeds → turn on “Quizberry (popups & drawers)” → Save.
- Inline quizzes need the “Quizberry quiz” block in the theme editor, with the Quiz ID copied from the quiz's Display step.
- In Display, check the pages, devices and frequency the quiz is set to show on.
Results emails don't arrive
- Results emails are part of the Growth and Pro plans, and the quiz needs email capture and the results email turned on.
- Settings shows the sender in use and the last error returned by the email provider.
- Each address receives at most one results email per quiz per day. Ask the shopper to check the spam folder.
The results show no products
- Give answers points for products, collections, tags, product types or vendors; the Logic map shows every connection.
- Recommended products must be active on the Online Store. Sold-out products are hidden unless you turn that off in Results.
- Add Fallback products in Results, for example a bestsellers collection, to fill the results when nothing matches.
Klaviyo doesn't receive quiz takers
- Klaviyo sync is part of the Growth and Pro plans. Connect a private API key with write access to Profiles, Events, Lists and Subscriptions in Settings.
- Turn on “Send quiz takers to Klaviyo” in the quiz. Each completion sends a “Completed Quiz” event; only shoppers who ticked the consent box are added to the list.
Orders don't appear in Analytics
- Orders are attributed when products are added to the cart from the quiz. Revenue analytics are part of the Growth and Pro plans.
- Analytics → Recent responses shows each shopper's answers, the products recommended and why, and the order.
What happens when I uninstall?
- Quizzes are kept for 48 hours, so reinstalling restores them. After that Shopify asks the app to delete the store's data, and it is deleted.
Privacy and data requests
When a customer asks for their data, open Analytics → Customer data requests in the app to export it. Shopify's redaction requests are handled automatically. Read the privacy policy for what the app stores and for how long.
Plans and billing
Plans are billed by Shopify, on your Shopify invoice. You can change your plan at any time from Plans in the app; uninstalling the app cancels the subscription.