I can't see the website my designer made in my account with a premium theme, even though she sees it

[jessnel]

I gave my designer a collaborator code to build a custom theme that I purchased. She's done, and she can see it but I can't see it-- she is sharing screen shots of my website but when I log in on my laptop and also on my phone it still shows Spotlight as my "current theme" and the theme I purchased is blank when I click Preview. Any ideas why we're seeing two different screens?

[Kimi]

Hi, @jessnel.

To confirm, have you located the correct purchased theme via Online store > Themes, then scroll down to your Theme library and click on the Ellipsis (...) next to the theme > Preview?

You should also be able to see when any changes were last made and saved on the theme too, to confirm that the correct theme has in fact been edited by your designer, as seen below as an example:

 

To further troubleshoot this locally and to ensure that you're not experiencing any potential browser or device caching issue on your end, I also recommend following the steps below:

• Try to login to your store via an incognito window to preview the purchased theme
• Or, you can use your usual browser but to clear the browser's cookies and cache  prior to accessing your account again
• You can also try another browser. For example, if you're using Safari, you can try on Chrome or Firefox
• You can also try to use another device, such as your mobile or a tablet, to see if you can view the edited version of the purchased theme

Let me know how you get on with this.

[jessnel]

Hi Kimi, nothing is working. I can't see my theme as purchased, it's showing me a blank theme with just my logo when I click Preview. The designer sees everything. She even said she published the site yesterday, but it's not showing up at all. I cleared my cookies etc on my laptop and phone. Can someone please call me to walk me through this?

[Kimi]

Thanks for the update, @jessnel.

We won't be able to arrange a phone call, but you can speak to one of our live support team members via live chat so that we can securely access your account from our end to help further troubleshoot.

To speak with a live support team member, you'll need to navigate to our Help Center here. Once in the Help Center, you can type in contact support in the chat box, and follow the prompts given by the virtual chat assistant in order to be connected with one of our support team members. They'll be able to assist you further from there.