Help with Altovexa — how to reach us, and answers to the questions that come up most often.
Contact us
Email support address pending — set CONTACT_EMAIL
To help us answer quickly, include your .myshopify.com domain, the name of a product that shows the problem, and roughly when it happened.
Before you write in
- Check your plan. Alt text needs Starter or above; auto-optimize and page-speed reports need Growth or above. Locked features show the plan they require on the app's home page.
- Check your allowance. The meter on the home page and the optimizer page shows how many images are left this month.
- Try the run again. Most failures are transient — a slow image download or a Shopify rate limit — and re-running resumes safely without re-charging anything.
Frequently asked
Are my original images kept?
No. The optimized copy replaces the original on the product, which is what makes your storefront serve the smaller file. Keep your own copies of anything you need to retain, and run the app on products you are happy to have modified.
Why was an image skipped?
It was already efficiently encoded. If re-compressing would save only a couple of kilobytes, replacing the file — and invalidating its CDN URL — is not worth it, so the image is recorded as already optimal and never retried.
What counts against my monthly allowance?
Only images that were actually re-encoded and replaced. Skipped and failed images are refunded automatically, so re-running the optimizer is always safe.
A run stopped part-way. Did I lose anything?
No. Progress is recorded per image, so starting the run again picks up from where it stopped and leaves the finished images alone.
Can I close the tab during a run?
An interactive run is driven by your browser, so keep the tab open until it finishes. Auto-optimize runs on the server and needs nothing open.
The alt text looks like my product title rather than a description.
That is the fallback the app uses when the AI provider cannot be reached — usually an expired API key or exhausted credits. The app shows a warning when this happens.
The live page-speed test will not run.
Google needs to be able to load the page publicly, so it fails on an unpublished or password-protected storefront. It is also rate limited, so a test can fail temporarily and succeed a minute later. Your measured file size savings are unaffected either way.
Does the allowance reset?
Yes — usage is counted per calendar month (UTC) and starts again at zero on the first of each month.
Reporting a security issue
Please report suspected vulnerabilities to the address above, with enough detail to reproduce the issue, and give us a chance to fix it before disclosing publicly.
Privacy and terms
See the Privacy Policy for what the app reads and stores, and the Terms of Service for the agreement you accept on install.
Who we are
Altovexa is operated by SDLC LIMITED.