> For the complete documentation index, see [llms.txt](https://docs.globo.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.globo.io/faq/frequently-asked-questions.md). # Frequently asked questions Answers to common questions about product counts, theme support, analytics, and getting help. ## Why does my product count look wrong? A mismatched product count on a filter or collection is almost always one of these: 1. **The change hasn't been picked up yet** — click **Sync now** on the app's Home dashboard for an immediate refresh, or wait a couple of minutes for auto sync. 2. **Products aren't published to the Online Store sales channel** — the app only counts products visible on your storefront, so a product published only to POS/other channels won't be counted. 3. **Out-of-stock products are hidden** by one of your app settings — see [Manage out-of-stock products](/product-grid/manage-out-of-stock-products.md). If counts still look wrong after a manual sync and checking the causes above, contact us at (or use the chat widget in the app) with your store domain and the collection/filter in question. See [Sync Product Data](/getting-started/sync-product-data.md) for the full sync model. ## My theme isn't in the supported themes list — will the app still work? Yes. The app works on any Shopify theme. Themes not on the [supported list](/getting-started/supported-shopify-themes.md) still get full filtering and search — they just use the app's own theme-agnostic product card style instead of matching your theme's native card design exactly. ## Does tracking analytics slow down my storefront? No action is needed on your part — analytics data is collected in the background and processed asynchronously, which is also why very recent activity can take a short while to show up in [View filter analytics](/analytics/view-filter-analytics.md). ## What happens if I disable the app? Turning off the app embed (in your theme's **Theme Editor > App embeds**) immediately hides the filter panel, search widget, and recommendation sections from your storefront — but keeps the app installed and your configuration saved, so you can turn it back on later without reconfiguring anything. It doesn't change your Shopify products, collections, or metafields in any way. See [Disable app from theme](/getting-started/disable-app-from-theme.md) for the exact steps, including fully uninstalling the app. ## How do I cancel or pause my subscription? Uninstalling the app from **Shopify Admin > Settings > Apps and sales channels** automatically cancels your subscription, no extra steps needed. See [Disable app from theme](/getting-started/disable-app-from-theme.md) if you just want to temporarily hide the storefront widgets while keeping your subscription and configuration intact. If you don't need the app right now but want to keep your filter/search setup for later, contact us at instead of uninstalling — we'll temporarily turn off filtering and syncing and cancel your recurring monthly charge, while keeping your settings saved. Come back and pick a plan again whenever you're ready to turn everything back on. See [App pricing](/pricing/app-pricing.md) for more billing details. ## Can I get a refund if I don't want to use the app anymore? Yes — the app offers a 30-day money-back guarantee, and if you're charged after your trial ends and decide it isn't for you, contact us at and we'll refund your most recent billing cycle. ## How do I get help? Contact us at , or use the chat widget inside the app, with your store domain and details of what you're seeing. ## Related pages * [Sync Product Data](/getting-started/sync-product-data.md) * [Supported Shopify themes](/getting-started/supported-shopify-themes.md) * [Disable app from theme](/getting-started/disable-app-from-theme.md) * [App pricing](/pricing/app-pricing.md)