Mula Trace for Shopify: Support

• Email: team@mula.asia
• Hours: working days, 09:00–17:00 WIB (UTC+7).
• First reply: within 2 working days.
• Language: English.
• Privacy and data requests: team@mula.asia, answered by our privacy owner.

When you write, tell us the page, what you did, the time, and any code shown on screen (for example MU735). In the App, Settings and support has a Support summary you can copy; it sends nothing by itself. Never send access tokens, passwords or confidential product information.

Why can't I publish a passport I just reviewed? Publishing must come from a different staff session than the review. Use a second login. A new tab of the same login does not count.

Why does "Allow publishing" do nothing? Only the owner seat, the staff member who installed the App, can allow publishing. Installing or reinstalling never allows it.

How many passports can I publish? The Free plan allows 10 published passports, one per product. Variants do not count. Drafts are not counted. Take down a published passport to free a place. No paid plan is offered in this version.

What is the difference between take down, put back and retire? Take down shows a "no longer available" page at the same address and frees a place. Put back publishes again at the same address, if your plan limit allows. Retire is permanent and cannot be undone.

Does importing publish anything? No. Imported products are never published automatically.

What does the App read from my store? Products and variants, through one permission, read_products. It asks for no customer, order or payment permission, and it does not change your store.

If I change a product in Shopify, is my passport overwritten? No. A sync updates the product copy and does not overwrite passport fields you reviewed.

Why does it say "Unknown" and not 0? Because the information is not known. A missing value is a gap and is never written as zero.

Does Mula check my claims? No. What you write is recorded as your own statement. A passport does not establish certification or legal compliance.

What if my connection drops while I save? The editor pauses and says the outcome is unknown. Use Check saved record in a new tab. Do not save again from the paused tab.

Do my printed QR codes stop working if I take a passport down or uninstall? No. The printed QR and its address stay. After a take down the address shows a "no longer available" page.

Limits. Create drafts for up to 25 products at a time; a spreadsheet template covers up to 250; a label sheet up to 60; a sheet file up to 500 records and 2 MB. Search refuses < and > and anything over 128 characters.

• Uninstalling does not close your Mula account. Settings in the App tells you how to close it.
• Erasure is done by hand, not automatically. Within 30 days of Shopify's shop-erasure request (Shopify sends it about 48 hours after uninstall), a Mula operator erases the App's copy of your Shopify product data and your store's product links and unpublished drafts, under a written procedure. Published passports stay.
• There is no automatic message after uninstall.
• Customer data requests. If Shopify forwards a customer data request for your store, we answer it to the store owner within 30 days from team@mula.asia. Our internal target is 7 days.
• Customer erasure requests are also carried out by hand within 30 days.
• Export of your passport data: write to team@mula.asia at any time; it is free.
• If Mula ever ends the service: you get at least 90 days' notice, you can export during that time, and the permanent address of each published passport keeps showing a "no longer available" page for at least 12 months, so printed QR codes do not lead to an error.

See the Privacy Policy and the Terms and App Addendum.

• → Mula Trace for Shopify: Privacy Policy
• → Mula Trace for Shopify: Terms of Service and App Addendum

• You cannot get past Overview. Tick the terms box and press Agree and connect. If it says the terms are not available yet, contact us.
• The catalogue is empty or stuck. Press Sync catalogue or Refresh status. If it says the outcome is uncertain, do not sync again; contact us.
• A message says an outcome "could not be confirmed". The action may have happened. Look first, then act. The App never retries for you.
• A photo is refused. The message names the reason. Pick another file.
• Print is disabled. Wait for the QR images, reload a failed one, or choose a larger paper size. Print at 100% scale.
• A page says "Your information could not be loaded". Reload. If it continues, open Mula Trace again from Shopify admin Apps, then contact us with the time.

Write to team@mula.asia.