Mainspring Recommend
Catalog-aware product recommendations with merchant-controlled eligibility and merchandising rules.
Contact Recommend support →Merchant support
Start with what is not working.
Installation, storefront recommendations, reporting, billing, and privacy guidance for Mainspring Recommend merchants.
Available product support
Route questions to the right product.
Common paths
Resolve the first observable symptom.
01
Recommendations are not visible
Open Shopify’s theme editor, select the intended product template, and confirm the Mainspring app block is enabled and saved.
02
Catalog or reports are stale
Confirm the store connection, run a catalog sync, and refresh reporting after the most recent Shopify webhook activity.
03
Attribution questions
A view begins when the block loads. Click and order attribution require the corresponding recorded recommendation interaction.
04
Plans and cancellation
Trials, recurring charges, plan changes, and cancellation are approved and managed through Shopify.
05
Coverage or experiment questions
Review eligibility rules and placement activity first. Experiments require sufficient traffic and a material revenue-per-view result before promotion.
06
Privacy requests
Include “Privacy request” and the connected .myshopify.com store address in the support message.
Contact details
Include the context support needs.
Send the connected store address, what you expected, what happened, the affected page, and any visible error message. Typical response time is within two business days.