HELP · SUPPORT
Get Help.
We’re a small team and respond to every message personally.
Email us
Response time: 1–2 business days, Monday–Friday Pacific time.
When emailing about a scan, include your store URL and a description of the issue.
Common questions
My scan is taking a long time.
A free scan usually completes within a couple of minutes. The Full AI Audit typically takes ~10–15 minutes for catalogs under 5,000 products. Larger catalogs run on a background pipeline that emails you when it’s ready — typically under 2 hours. If your standard Full AI Audit hasn’t arrived after 30 minutes, or your background audit after 4 hours, email us with your store URL and we’ll look into it.
What kinds of stores can StoreAudit audit?
StoreAudit audits Shopify stores using publicly accessible storefront data. That includes most standard Shopify themes and, increasingly, publicly discoverable headless Shopify storefronts (custom builds on the public Shopify Storefront API) where we can find a usable public catalog source. If your store doesn’t expose enough public data for us to audit it, we’ll tell you that directly rather than guess — and if you paid for a Full AI Audit we couldn’t complete, we refund you automatically.
I want a refund.
See our Refund Policy. Short version: if your Full AI Audit didn’t give you something actionable, email us within 30 days of purchase and we’ll refund it.
Can I re-scan after making changes to my store?
Yes. Free rescans can be started from your audit page or by submitting your URL again at ai.storeaudit.app. Logged-in rescans may be subject to a cooldown unless you have an active invite credit or 24-hour Scan Pass. Full AI Audit purchases include a follow-up rescan so you can verify the delta after your fixes ship.
My score seems wrong.
Scores reflect publicly accessible data at the time of the scan. If you’ve recently updated your store, run a new scan. If something still looks off, email us the details and we’ll investigate.
Why was my scan paused?
If a store’s site briefly fails to respond to our scanner several times in a row — a temporary network, rate-limit, or upstream error on the store’s side — we pause new scans from your session for a few minutes and tell you when to try again. This avoids hammering a store that’s already struggling. Waiting until the time shown and re-submitting works; the store itself is almost always fine again by then.