# Support

> Email footnote@pouchapps.com for help with Footnote. Includes a checklist for when a label does not show on your storefront.

<https://pouchapps.com/footnote/support/>

Email [footnote@pouchapps.com](mailto:footnote@pouchapps.com). The same address handles questions,
bug reports and data requests, and it reaches the person who builds
Footnote. Expect a reply within two working days, UK time.

## What to include

Your store's domain, and the address of a product page that shows the
problem. A screenshot helps more than a description, because themes
differ and the page usually shows the cause.

## Why a label might not show

Work through these in order. Most missing labels are one of the first
three.

1. **Labels are not switched on.** Nothing appears on your storefront at
   install. Labels show once you mark an image and switch on Show labels
   in Settings.
2. **The image is not labelled.** Only images marked AI-generated or
   AI-edited get a label. Needs review and Not AI images do not.
3. **That kind of page is switched off.** The Badge tab has a list of
   where labels show: product pages, category and search results, home
   page carousel, quick view, and zoom.
4. **The storefront is not on your plan.** Essentials covers your default
   storefront. Pro covers every storefront. Settings lists which
   storefronts show labels.
5. **The storefront is headless.** Labels show on Stencil themes, and on
   Catalyst storefronts from version 1.4 while that support is in beta.
   Other headless storefronts do not load the label script. The
   [Catalyst guide](https://pouchapps.com/footnote/catalyst/) covers what a Catalyst
   storefront needs.
6. **Catalyst is still caching.** Catalyst caches scripts for up to an
   hour, so a change can take that long to appear there. On Stencil,
   changes reach your storefront within about a minute.
7. **The script's consent category was changed.** Footnote registers its
   script as Essential, so shoppers who decline cookies still see labels.
   If someone changes the category in Script Manager, a cookie banner can
   hold it back. Set it back to Essential in Script Manager.
8. **The image is not on the BigCommerce CDN.** Labels find images by
   their BigCommerce address, so an image hosted somewhere else is not
   matched. Carousel and Image Manager images need Pro, and are added on
   the Images tab by URL.
9. **The subscription has lapsed.** Labels keep showing for 7 days after
   a subscription ends, then stop.

## Check what a shopper sees

Open a product page with a labelled image in a private browser window, so
you see what a new shopper sees. The label sits in the corner you chose
on the Badge tab. Select it to read the longer text.

## Data requests

Email the same address. Uninstalling deletes your store's data; ask if
you want that confirmed in writing. The [privacy policy](https://pouchapps.com/footnote/privacy/)
lists exactly what is stored.

## Who runs Footnote

Footnote is run by Andrew Barber, trading as Pouch Apps, Suite 2/3, 48 West George Street,
Glasgow G2 1BP, United Kingdom.

## Common questions

### Does Footnote make me compliant with the EU AI Act?

No app can promise that, and we do not. Footnote shows the labels you choose and keeps a record of your decisions. Which images need a label, and whether an image could mislead, are decisions about your own images, and they stay with you. Footnote helps you label images. It does not decide which images the law requires you to label and is not legal advice.

[Read our guide to labelling AI product photos](https://pouchapps.com/footnote/do-i-need-to-label-ai-product-photos)

### Can Footnote tell me which images need a label?

It can point you at images that may use AI, and its four questions follow the European Commission tests to suggest an answer. The decision is yours, and the activity log records it as yours.

### Do labels show in the cart and at checkout?

Not yet. Labels cover product pages, category and search results, quick view, zoom and, on Pro, the home page carousel and content images. Cart and checkout thumbnails are not covered.

### Can I change what the label says?

Yes. On the Badge tab you can edit the label text and the longer explanation for each language, or start from a preset. Presets in languages other than English have not had a native speaker review yet, so read them before you save.

### What happens to my data when I uninstall?

Uninstalling deletes your store record, your decisions, the activity log and your badge settings, and removes the storefront script. Download the activity log as a CSV first if you want to keep it.

Footnote helps you label images. It does not decide which images the law requires you to label and is not legal advice.