FAQ

General

How does Dropify® protect my site?

Dropify® protects your site by injecting a conditional gate into your theme's main layout file (layout/theme.liquid). When protection is active, customers see your branded countdown page instead of your normal site content until the timer expires.

The protection works independently of Shopify's password system.

DANGER

This is a critical conflict which causes double gating, to resolve it you need to:

• enable Dropify®
• disable Shopify's native password protection

Can I still access my admin area?

Yes, Dropify® only affects the customer-facing storefront. You maintain full access to your Shopify admin, orders, and all backend functionality.

What happens to existing customers during protection?

All visitors see the countdown page, including existing customers. Customers who submit the form are added to your customer database for future marketing. Submitting the form does not grant your customers access to your site.

Setup & Configuration

Will Dropify® work with my theme?

Yes, Dropify® works with all modern Shopify themes as it integrates with the standard layout/theme.liquid file that every theme includes. No special theme requirements or modifications are needed.

WARNING

Do not modify the theme.liquid file when Dropify® is installed on your store, as any manual changes may be overwritten when you update your Dropify® settings.

Can I test Dropify® before my actual launch?

Yes, you can enable Dropify® at any time to see how it looks and functions. All test orders are excluded from billing, so you won't be charged during testing.

How far in advance should I set up my countdown?

You can set your countdown for any future date. Many brands activate Dropify® 2-4 weeks before their launch to build maximum anticipation.

Customer Data

Where is customer data stored?

All submitted email addresses and phone numbers are stored in Shopify's native customer records. This makes them immediately available for use with other marketing apps, Shopify's built-in tools and through custom API integrations.

How are customers tagged?

All customers created through Dropify® are automatically tagged with "Dropify" and marked as created by the app. This makes it easy to segment and target these contacts later.

Are customers opted into marketing?

Yes, customers are automatically subscribed to both email and SMS marketing (where applicable) with single opt-in consent. This allows you to contact them about your launch and future promotions.

Does Dropify® slow down my site?

No, Dropify® replaces your normal site content rather than adding to it. The countdown page is optimised for fast loading with efficient code and CDN-delivered assets.

Can I use custom domains?

Yes, Dropify® works with any domain configuration including custom domains, as it operates within your existing Shopify setup.

What about SEO during protection?

While protection is active, search engines will see your countdown page instead of product pages. Consider this when planning longer countdown periods.

INFO

It is recommended to have your merchandise store on a subdomain to segregate concerns, i.e https://shop.mybrand.com. If you need service level support in this area, contact NaughtyDuk©.

Troubleshooting

My countdown shows the wrong time

Verify that you've selected the correct timezone in Settings. The countdown automatically adjusts for visitors in different time zones, but the base timezone must be accurate. Also ensure you are not accessing the site using a VPN in a different region.

Uploaded images aren't displaying

Images may take a few moments to process and become available via CDN. Wait for a few seconds and refresh the page. Ensure your images meet the size and format requirements.

Custom fonts aren't loading

Custom fonts require time to propagate through the CDN. If fonts don't appear immediately, wait a few minutes and check again. Ensure your font files are in supported formats (TTF, OTF, WOFF, WOFF2).

Phone numbers aren't being accepted

Phone numbers must be in E.164 format (e.g., +44123456789). Ensure customers include the country code and that the number format is valid.

INFO

When testing you must use real phone numbers as Shopify filters out any numbers it believes to be spam, this is a Shopify feature that cannot be bypassed.

Billing

When am I charged?

Charges are calculated monthly based on orders from the previous billing period. You'll see Dropify® charges on your regular Shopify bill, not on a separate or external invoice.

Can I see usage before being charged?

Usage tracking and billing estimates are available in your Shopify billing section. You can go to Shopify Admin > Settings > Apps and sales channels > Dropify® ... > View Details.

Your current usage is displayed under Billing and usage charges.

What happens if I uninstall the app?

Uninstalling Dropify® immediately removes all protection and restores normal site access. Any pending usage charges will still be processed on your next Shopify bill.

You must use our custom pre-uninstall script to clean up all modifications, including:

• Removing the conditional gate from layout/theme.liquid
• Deleting the dropify_gate.liquid snippet
• Cleaning up robots.txt.liquid modifications
• Removing all metaobject settings

DANGER

Due to Shopify limitations, when you uninstall Dropify® you will need to use our custom pre-uninstall flow. If you uninstall the app directly from the native 3 dots menu, this will not remove the Dropify® code automatically. Ensure you use the custom uninstall flow from the 'Uninstall' button in the main app navigation (next to the 2 dots in the top right corner).

Once you have run the pre-uninstall script, you are safe to uninstall fully using the regular uninstall process in the 3 dots menu in the top right corner.

I uninstalled without running the custom pre-uninstall first.

Don't panic, you can fix this easily without damaging your store.

• Reinstall Dropify®
• Run the pre-uninstall script
• Uninstall normally

I have some questions.

Contact Us

Please note we aim to respond as quickly as possible but response times may vary. We do not provide app support through this contact method.

Who built Dropify®?

Dropify® was built by NaughtyDuk©

If you need digital support for your brand, feel free to reach out to us at any time.