Quick answers to the most common questions.
General
Do my customers need a Conclude account?
No. Customers don't need an account to submit feedback through the widget, the public board, or the API. Only your team members (logged in via Clerk) need accounts.
How is Conclude different from Canny / UserVoice?
Conclude is built around intelligence, not just collection. Themes, insights, smart prioritisation, and bi-directional Linear sync are first-class. The other tools collect feedback well but stop there. Conclude does the work of turning the firehose into a small list of things to ship.
Where is my data stored?
In Supabase (US region). Files (screenshots, recordings) are in Supabase Storage. Conclude doesn't replicate data outside the Supabase region.
Is Conclude SOC 2 / GDPR compliant?
GDPR — yes, see our privacy policy. For SOC 2, DPAs, sub-processor lists, and enterprise compliance, contact us.
Can I export my data?
Yes. Workspace data export is available on request — contact support. A self-serve export is on the roadmap.
Pricing and plans
Can I switch plans at any time?
Yes. Upgrades take effect immediately. Downgrades take effect at the end of your current billing period.
What if I run out of AI credits?
Feedback collection keeps working — submissions are accepted, with degraded enrichment. Theme detection and insight generation pause until credits reset (1st of next month) or until you upgrade.
Do I need to enter a credit card to start?
Starter signup doesn't require a card immediately — you can explore the product first and connect billing later. Pro and Team require a card at upgrade time, billed via Stripe.
How does annual billing work?
Annual is 12 months for the price of 10 (~17% off). You're billed once for the year. Switching between monthly and annual mid-cycle is prorated by Stripe.
Widget
Does the widget slow my site down?
The script is ~19 KB gzipped and loads asynchronously. The React SDK is similar in size. Both are designed not to block your initial render.
Can I customize the widget's look?
Yes — theme, accent color, button label, position, modes, and email field behaviour are all configurable. See Widget configuration.
Does it work on mobile?
Yes. The button shows just an icon on small screens; the panel adapts to mobile sizes.
My widget isn't appearing.
Check:
- Your API key is correct (
pk_live_..., notsk_live_...). - The script loaded (network tab).
- No CSP error in the console — see Content Security Policy.
- For React SDK, the
ConcludeProvideris rendering (not hidden inside an unmounted route).
If it's still missing, see Common issues.
Linear
Will Linear updates retroactively sync to old feedback?
Status changes from this point forward sync. Conclude doesn't backfill past Linear state changes — only new ones. The first time you link a Linear issue, the current Linear state is reflected, but historical changes aren't replayed.
What happens if I disconnect Linear?
Existing links remain in Conclude (so history is preserved). New sync events stop firing. You can reconnect later.
Can I link to Linear issues in multiple Linear workspaces?
Today, one Linear workspace per Conclude workspace. If you need multi-Linear-workspace, contact us.
Themes and insights
When are themes generated?
On demand — click Re-detect themes on the Insights page. Conclude doesn't auto-cluster every minute; the batch is intentional so you don't get noisy churn.
Why don't I see insights?
Insights are a Pro+ feature. Starter sees neither themes nor insights — both unlock at Pro. Team adds the rest of the intelligence layer (smart prioritisation, Top 5 to ship next, Product Expert).
How accurate is the AI categorisation?
Good but not perfect. Every category, severity, and label is manually overrideable in the feedback detail view if the AI gets it wrong. Common-case accuracy is high; edge cases (esoteric domain terminology) sometimes need a human.
Data and privacy
Are screenshots stored?
Yes, in Supabase Storage. Access is via signed URLs that expire — they're not publicly indexable.
Can I mask sensitive parts of the page in screenshots?
Yes. Use data-conclude-mask to mask elements (replaces content with a block) or data-conclude-hide to remove them entirely from captures. See Privacy and masking.
Are passwords ever captured?
No. Password inputs (<input type="password">) are always masked, regardless of any other configuration.
Can I delete a customer's data on request?
Yes. Contact support with the customer's identifier (email or externalId).
Notifications
How often will I get emailed?
At most one urgent insight email per hour, and at most one daily digest per day. Roadmap ship-notifications are sent once per voter per shipped item — no duplicates.
Can I unsubscribe from notifications?
Every notification email has an unsubscribe link. Insights settings can also be toggled per-member in Settings → Organization.
Getting help
How do I contact support?
Email support@conclude.fyi or use the feedback widget on conclude.fyi itself (yes, we use Conclude to track feedback about Conclude).
Where are bugs and feature requests tracked?
In our public roadmap and feedback board: durga-digital.conclude.fyi/conclude. Submissions there are read by the team daily.
Where do I find status / outage info?
Today, status updates go out via email to affected workspaces. A public status page is on our roadmap.