Help & Operations

Support & FAQ

Operational documentation and support resources for Ancile merchants.

Contact Human Support

Have questions or need assistance with your store's security settings? Our security team reads every inquiry:

How do I install Ancile on my Shopify store?

Install Ancile directly from the Shopify App Store. Review and approve the read-only scopes. Ancile runs embedded inside your Shopify admin via App Bridge session tokens; no separate account or configuration is needed.

How does subscription billing and the trial work?

All paid plans include a 14-day free trial. Charges are handled exclusively via the Shopify Billing API and billed to your Shopify invoice. Ancile never sees or stores payment credentials. You can cancel anytime during the trial with zero charges.

How do I manage the IP blocklist and repeat offenders?

You can add IP addresses manually with optional auto-expiry periods. Under the Repeat Offenders tab, Ancile automatically surfaces network addresses that have triggered multiple high-risk events in the last 7 days for one-click bulk blocklist addition.

How does theme scanning and immediate rescan work?

Ancile scans active theme files for injected payment skimmers, obfuscated payloads, and unauthorized third-party tags. Any theme file write webhook triggers an immediate rescan rather than waiting for nightly runs.

What happens when I uninstall Ancile?

Upon uninstallation, monitoring stops immediately. Shopify dispatches a mandatory shop/redact webhook, and Ancile permanently erases your store records, rules, and historical event telemetry from the live database.