[HumanPresence] Shop Protector

At first we liked this app because the interface is very user friendly but after the free trial the app which is just their website wouldn't work to let us upgrade the account. Now we can't even log into the website at all. There's just an endlessly spinning wheel and it never even loads.

This app was very confusing to use granted we were on the free version but I couldn't tell what exactly it was blocking. It would just show a count without any details. Maybe we were using it wrong but it was definitely not intuitive by any means.

When it worked, it was fine, but if it went down (which was becoming more and more frequent), customers would think they were submitting their forms to us, but would actually be taken to some off-site green screen (with fake confirmation message that we had received their messages when, in fact we actually were NOT receiving them!! They were gone to oblivion and we'd never know or see customer messages that came in when app was down.). We would not received any notification app was down, we just finally would notice it had been several hours, or over a weekend, etc and no customer messages were coming in, so we would run a test and sure enough - green screen off-site indicating to us form was down for who knows how long. Unfortunately, app functionality is beholden to their configuration, so we were held hostage for repair and restoration. Service and support were awful. No response for days, had to email owner a couple of times just to trigger a reply. Once, he tried to manipulate to negotiate a positive review.

We finally had to acquire our own code IT team to disable the app and redo the forms ourselves. Shop Protector / Human Presence was our worst app experience and we cannot recommend their services.

suddenly the app is flagging all my orders while i didnt change anything in the settings and asking for crazy extra charge money like 100 usd so far this month !
are they crazy ????

This was previously a 5-star review. Now it's a cautionary tale. I suspect that something has changed at the company that produces this app, because our recent experience has been terrible, and our early experiences were quite positive.

For a long time, this app seemed to block all spam registrations, but recently, we realised we were receiving hundreds of them, and that they seemed not to be blocked out.

I reached out to support, and that's where things really went badly. The support agent was extremely unhelpful. He constantly suggested that there must be another registration form that we're not telling them about. This is rather ridiculous, given that protection was working previously, and that they should have technology to be able to detect what registration forms we have.

After a dozen back and forth messages, the situation went from bad to worse. At some point, I realised that they had actually disabled our registration form entirely. It seemed that real users couldn't register, but yet spam bot registrations continue to trickle in.

Not only is this app no longer working, the customer service was just a waste of time.

I would recommend against installing this app, and I would be hesitant to give their agents access to your store.

Cancelled orders that were NOT from bots! Lost money and had to placate irritated customers. Would not recommend.

UPDATE: The app developer personally attacked me in an email even though one of their employees was very kind in wanting to help me fix the problem explaining the delay. But because of what the CEO said to me I will never pay for any of their services or recommend it to anyone. I'm the kind of person that will change my review if I get great service. But that email just told me I did the right thing in expressing my frustrations. Shopify you need to protect your store owners from companies that treat them like this! I stand by what I said below: This app killed my stores performance. When I tried to reach out to them for help I got no response. So I'm taking the stars I gave originally completely away. As a business owner going to school and raising my kids I do not have time to chase companies like this down only to get ignored. I'm moving on and seriously thinking about leaving Shopify altogether. I have nothing but headaches dealing with this platform.

Zero stars. Negative zero stars.

It's Black Friday.

This app cancelled and REFUNDED 13 orders on my website. All of these sales were lost. And guess what? No one can fix the problem because it's a third party app. DO NOT USE THIS APP!

I used this app during the trial period, and would not recommend to people looking to protect form submissions and whose traffic is primarily mobile (as mine was). I installed a session tracker, and saw that many real people were attempting to submit their emails in my form on mobile, but that there were errors that were preventing them from submitting successfully. Needless to say, this was a loss in leads for me.

Not only that, when I uninstalled the app before the trial ended, they still charged me for the service. I recall uninstalling right on time (I had a calendar reminder for the exact date), but they claimed that I was 2 days late. Fine. I wrote back wondering if they could waive the monthly fee since I was only "over" by TWO days and I had lost so many leads, and it was crickets on their end. Other apps I use have much better customer service!

Do NOT download this app. They cancelled 2 of my customer orders due to their own 'fraud analysis'. Shopify's fraud analysis said it was a low risk order, however Shop Protector app decided to cancel for no reason. One customer paid with Klarna Buy Now Pay Later and another with Visa. Both customers reached out to me after regarding their cancelled order. This app will ruin your business and you will lose out on potential orders. Both of my orders were high value orders and because of Shop Protector I almost lost had the customers not reached out to me themselves. I had this app for only a week!