Frequently asked questions about your account, integrations, data and features in Glew.
I forgot my password. What do I do?
Forgot your password? No problem. Just click on the "Forgot your password?" link on the login screen, then enter your email. We'll send you an email with instructions on how to reset it.
What browsers or devices should I use to log into Glew?
You can log into Glew on any browser or device, although Glew is optimized for the most recent versions of Google Chrome, Mozilla Firefox and Safari.
How do I change user permissions in Glew?
Glew offers three permission levels: Basic, Manager and Admin. You can view the capabilities for each of these levels and update individual user permissions in Store Settings > Users.
How do I add another user to my Glew account?
Glew allows you to add unlimited users to your store. Go to Store Settings > Users to invite additional users. They'll get an email with login information.
How do I add another store to my Glew account?
Want to add another store to your Glew account? Just log into Glew, click on your store name in the menu, then click "Add Store." You'll be prompted to input information for an additional store.
I want to update or upgrade my Glew subscription. What do I do?
If you have Glew.io and want to upgrade to Glew Plus or Glew Enterprise, get in touch with your account representative, or reach out to us at firstname.lastname@example.org to go over your options.
How do I update my account logo in Glew Enterprise?
If you’re a Glew Enterprise user, you can update the logo for your enterprise analytics app to match your company’s branding. Just log into your instance of Glew Enterprise, go to App Settings > Appearance, and upload your logo. You can upload a custom logo to appear as a favicon, in the top bar of the app, on the login page, and in your email template. You can also update the colors and fonts for your enterprise analytics app in the same place.
What is BI Tunnel?
Great question – BI Tunnel is our custom reporting tool offered to Glew Plus/Enterprise subscribers. It allows you to connect a business intelligence platform to Glew to create custom reports and additional layers of data visualization not available out of the box in Glew. If you’re not a Glew Plus/Enterprise subscriber, you’ll see BI Tunnel in your sidebar menu but will not be able to access it. BI Tunnel can be a good option if there are reports or data manipulations you want that you’re not able to access standard in Glew.io. A Glew Plus/Enterprise subscription does come at an additional cost, which is dependent on your business and data/integrations.
What happens to a client's account and data when it's no longer active?
If you don't activate a client's store after their free trial period, or you deactivate their account, there is a 60-day grace period before their data is deleted. After those 60 days are up, their data will automatically be removed from your account.
Once a store has been deactivated, their account is effectively deleted - their integrations and connections will be removed, and their data will be purged. In order to reactivate a store, they will need to start from scratch with a new trial and reconnect their ecommerce platform and all their integrations.
Why does my client's account say Free Trial when it should be Active?
There are two ways to activate an account that's in free trial, depending on how you're using Glew.
If you're using our Licensing features, you can activate your client's account yourself by going to your Agency Admin menu, then going to App Settings > Subscribers. Click on the store you need to update, then click the three dot menu in the upper righthand corner for more options. Select "Activate."
If you're not using our Licensing features, you'll need to reach out to the Glew team to activate a store. Please let your account manager know by reaching out to email@example.com.
What ecommerce platforms do you work with?
Glew currently integrates with Salesforce Commerce Cloud, Magento, WooCommerce, Shopify, Shopify Plus, BigCommerce, PrestaShop, OSCommerce, Zoey and RetailOps.
What analytics platforms do you integrate with?
Glew currently integrates with Google Analytics.
What advertising platforms do you integrate with?
Glew currently integrates with Google Ads, Bing Ads, AdRoll and Facebook Ads. Other platforms, including Amazon Ads and Snapchat, are coming soon.
What email platforms do you integrate with?
Glew currently integrates with Mailchimp, Dotmailer, Klaviyo and Bronto. Other platforms, including Listrak and Emma, are coming soon.
Do you have a list of all your integrations?
Glew offers 40+ integrations with popular ecommerce apps and software platforms, with new integrations being launched every month. You can see a full list of our current integrations on our website.
I need an integration that you don't currently offer. What do I do?
We're constantly adding new integrations, so shoot us a message at firstname.lastname@example.org to see if the integration you need is on our roadmap. You also have the option to add custom integrations to your Glew Plus or Glew Enterprise subscription - learn more.
How do I push customer segments into my email or marketing automation platform?
It's easy to push your Glew customer segments into your email or marketing automation platform and use them as lists for greater targeting and personalization. The process will vary slightly depending on which platform you have integrated (we currently have segment pushes enabled for MailChimp and Klaviyo).
First, make sure you have an email or marketing automation platform integrated in Glew (you can confirm this, or connect a platform, in your Store Settings). To get a segment to automatically push to your email or marketing platform, go into a segment under the email campaign tab and toggle on the "Automatically push this segment” button. Lists are updated nightly, so please allow for 24 hours after you enable a segment push. Remember that customers can be added and removed from multiple lists.
My Google Analytics and/or Google Ads account isn't connecting. How do I fix it?
If you’re having trouble connecting your Google Analytics account, it may be because you previously had a Glew account that has since been deactivated. If that’s the case, follow the steps below to remove Glew as a third-party app from your Google account, then reconnect Google Analytics in Glew:
Scroll down to the section “Third-party apps with account access” and select “Manage third-party access”
Select Glew from the list of third-party apps and click “Remove Access.” (Note: if it says Glew has access to both Google Analytics and Google Ads, it will remove access to both integrations. If not, you will need to log into your Google account for Google Ads and repeat the steps above.)
Once you complete those steps to remove Glew as a third-party app, return to your Store Settings in Glew and follow the instructions to connect Google Analytics:
Log into to your Glew account using your email and password
Click on your store from the list of stores shown
From the left navigation panel, click “Store Settings”
Find the section labeled “Integrations” and scroll down to “Additional Integrations”
Click on Google Analytics from the list of integrations
Click “Get Started” and follow the prompts to connect Google Analytics to Glew. (Note: We recommend logging out of all Google accounts before proceeding with this step to ensure that you are connecting the correct account).
Click the Google profile from the list shown and click “Save.”
Repeat the steps above if needed for Google Ads. If you are still experiencing issues, please reach out to us at email@example.com.
Select “Security” from the left navigation panel in your Google account.
Scroll to "Third-party apps with account access" and click "Manage third-party access"
Click on Glew from the list of apps and select "Remove Access."
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