Help Us Help You

Highlighted
Community Manager
Community Manager
502 29 783

Here are a few tips you should consider when submitting a new topic to this discussion board.

First and foremost… avoid replying to other topics about a similar issue or request unless you are positive it is the same issue/request. Most situations are unique so consider making a new post instead to avoid your reply in an existing topic from being overlooked.

It’s also a good rule of thumb to make a duplicate of your current theme before performing any troubleshooting or making changes to your design.

For help creating a duplicate of your Shop’s theme click here.

Submitting a new topic

Subject

Does your topic have a descriptive subject?

Avoid generic subjects such as ‘I need help’ opting to provide more detail instead such as ‘How do I customize the buy now button in <theme name>. Be mindful of using ALL CAPS as well.

Post Body

Ensure you include a link to the Shop URL or suitable detail that would allow someone to assist.

For example ensure you are including the shop URL as well as detailed description of the help you are looking for such as fixing a design issue or getting help implementing a design related feature. If the shop isn’t accessible consider providing a preview link instead.

In addition to including a detailed description and shop URL, consider adding the following points to allow the community to assist better and provide recommendations/feedback.

A few things you should include in your post:

Troubleshooting posts

  1. Your shop URL, or a preview link, a note indicating which theme you are using.
  2. When did the issue first appear?
  3. Have you made any changes to your theme’s setting or changes to the theme code recently? If so what?
  4. Have you made any other changes to your Shop recently such as installing a new app?
  5. Have you been able to reproduce the issue using a fresh copy of your theme from the theme store and identifying the issue persists?
  6. A screenshot(s) or video of the issue

Customization feedback posts

  1. Your shop URL, or a preview link, a note indicating which theme you are using.
  2. What customization are you looking to implement?
  3. Why are you making this customization and what are the requirements/considerations?
  4. A screenshot(s) or video of what you are trying to achieve with the customization.
  5. Any research or examples of the customization you are seeking guidance on.

Following up on your topic

After submitting a new topic follow-up with anyone who responds - if multiple people are replying to your topic consider using the Quote feature so your topic is easier to follow.

To do this, click Reply on the post you'd like to respond too following by clicking Quote which will insert their reply into your responce which makes it easier to follow a lengthy or complex topic.

Should you resolve the issue make sure you accepted the reply that helped as a Solution.

If you were able to resolve the issue on your own consider replying with what steps you took to resolve the issue followed by marking your reply as the Solution.

Marking your reply as a solution to let the community know your topic was resolved and allows others who may encounter the same or similar issue to review your topic and see what resolved the issue.

TyW | Online Community Manager @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

Highlighted
Community Manager
Community Manager
502 29 783

Additional Design Resources:

Listed below are a variety of resources that you’ll want to ensure you’re aware of:

Supported and Unsupported Theme Tutorials

Shopify offers a variety of supported and unsupported theme tutorials.

Note: If a tutorial you are viewing is unsupported a prominent note will be displayed:

25-28-41797-57241

For more on supported design customizations review the following section Shopify Design Policy.


Shopify Design Policy

Although Shopify Support is able to support a wide range of basic customizations, keep in mind that Shopify can't help with tasks listed here. If you aren’t sure if a customization is supported please reach out to our support team would be happy to discuss and assist if possible.

Free themes from Shopify

If you're using a free theme from Shopify, then our Support team might be able to help you with supported tutorials and other small changes. Although Shopify can help you with many customizations, some kinds of customizations aren't supported.

If you're on the Basic Shopify plan or higher, then you can receive 60 minutes of complimentary design support. After you contact our Support team and outline your request, you can expect to receive a status update within 2-4 business days.

Our team tracks the time that they spend on each theme modification request that you make. If you use the entire 60 minutes of complimentary support, then you can reach out to a Shopify Expert for further help.

Paid themes

If you're not using a free theme from Shopify, then your theme was made by a third-party theme developer. To find support, you can view the support documentation for your theme, or contact
the theme developer.

Note: Third-party theme developers don't provide customizations. If you need help customizing a paid theme, then reach out to a Design expert.

Shopify Theme Store

If you want help adding functionality to your theme, such as a sidebar, image zooming, an extra slideshow, or infinite scroll, consider trying a different theme instead. If your theme doesn't have the functionality you want, search the Theme Store to find a theme that better suits your needs.

TyW | Online Community Manager @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog