Support scope
Included
- Bug fixes in the unmodified theme
- Questions about existing settings/blocks/sections
- Clarification of documented features and expected behavior
Not included
- Integrating third-party apps or custom code written by others
- New features or adding new theme settings
- Fixes for issues caused by apps, script injections, or third-party developers
Eligibility
- A valid Shopify Theme Store license for the store reporting the issue
- The issue is reproducible on a fresh, unedited copy of the theme
Response time
- We reply within 2 business days
- Critical bugs (broken layouts, JS errors blocking core flows) are prioritized
Submit a ticket (use the Support form on our docs site)
Required fields
- Store URL (e.g.,
storename.myshopify.com) - Theme name & version (Theme Editor → Theme settings → About, or theme card menu)
- Preset / template where the issue occurs
- Exact steps to reproduce (numbered), plus the affected URL(s)
- Screenshots / short video (show console if it’s a JS error)
- Browser + device (e.g., Chrome 141, iOS 18.1, 390×844)
- Collaborator request code (Shopify admin → Settings → Users/Users & permissions → Security → Collaborators)
Security
- Never send passwords, card data, or PII
- We use the 4-digit collaborator code to request access; you approve inside your admin
Before you contact us (quick triage)
- Duplicate your live theme (Actions → Duplicate) and reproduce on the copy
- Disable app embeds/blocks on the affected template to isolate third-party code
- Restore default section settings on the page to rule out misconfiguration
- Update to the latest theme version (if your copy is older)
- Hard refresh / test in a clean browser profile (no extensions)
- Search & Discovery: verify filters/synonyms if the issue is with facets or search
What we’ll ask for if needed
- A read-only preview link to the unpublished theme showing the issue
- The list of apps active on the affected template
- The collaborator code so we can submit a request for access (you still approve)
Limitations
- We don’t modify your theme for customizations
- We don’t guarantee compatibility with every app; app developers are responsible for Theme Store compatibility
- Variant metafield rendering and unsupported data types require custom development
One issue per ticket
- Keep each ticket focused on a single problem; open separate tickets for separate issues
Outcome
- We confirm the bug, provide a fix or patch instructions, or point to the correct theme setting/documentation if it’s configuration-related
