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Submit a support ticket

Welcome to Theme Support! We’re looking forward to helping you.

We're a team of real people who are dedicated to providing you with the best possible support experience. We know that sometimes, technical issues can be frustrating or confusing, which is why we’re here to help you every step of the way!

We are happy to help answer any questions about our theme features and capabilities, and assist with configuring the settings to suit your needs.

Our team is available Monday - Friday and we aim to respond to tickets within 24 hours. When submitting a support request, the more information you can give us at the start, the faster we'll be able to help get you on the right track.

We can help with:

  • General questions about theme functionality and technical capabilities.
  • Setting up theme features and configuring the theme settings.
  • Any Shopify compatibility issues arising from a fresh theme install.
  • Fixing bugs and reported issues.
  • Theme setup and basic styling adjustments up to 1 hour.

We unfortunately can’t help with:

  • Adding new functionality that requires custom coding.
  • Fixing errors or bugs related to third-party apps or theme customizations.
  • Installing or managing compatibility with third-party apps.
  • Troubleshooting platform issues directly related to Shopify.
  • Making store customizations documented in Shopify's Help Center.
  • Upgrading your theme to the latest version. If you'd like to update, check out our guide on how to update your theme.
  • If you haven’t already, we recommend browsing our FAQs or visiting the Shopify Community forums—you may find your answers there. If you are experiencing a recent issue that wasn't present when you initially installed your theme, we suggest reading our guide to Troubleshooting issues.

How to Engage With Us

Our Support Team is a group of talented humans who are driven to do their best to help you resolve your issue. While we understand that it can be easy to forget that there are real people on the other end of the email when you're dealing with a frustrating technical issue, we want to remind you that our team is made up of individuals that have families, hobbies, and interests - just like you!

So, when you reach out to us for help, we ask that you treat our team members with kindness and respect. Remember that they're doing their best to help you, and that a little patience and understanding can go a long way in resolving your issue quickly and effectively.

If you have any feedback or suggestions for how we can improve our support experience, please don't hesitate to let us know. We're always looking for ways to better serve our customers and make our support process more effective.

Need help faster?

We have just launched a new service to better respond to the different needs of our clients. We understand that time can come at a premium and have created a new tier of support we have called Priority Support. This is an annual subscription that ensures that your inquiries are responded to in priority sequence.

This is not a mandatory product to access support. We are committed to supporting all of our clients and will continue to do so.

Learn more about our priority support here.

Submit a support ticket


Before submitting a ticket, please consider where best to direct your queries:

  • App developer - If you have recently installed an app and think it might be causing an issue, or you need assistance installing one into the theme.
  • Expert or developer — If you've hired an expert or developer and think the issue may be caused from a customization they've made, it's best to follow up with them first.
  • Shopify Guru — If you're having an issues unrelated to the theme such as billing or queries regarding your store admin.

If your store is currently protected by a password, please provide this.
Never share your Shopify account password with a 3rd party.

The 4-digit collaborator request code allows our support team to send an invite to access your store if we need access to address your situation. Sending this code initially can significantly speed up resolution time. More info on your collaborator access code can be found here.

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Thanks for contacting us. We'll get back to you shortly!