Why isn't my theme download working in the admin interface?

[kelshaer]

I am trying to download my theme files by logging to my admin interface and selecting the Actions>Download Theme File from the themes page but I am not receiving any emails.

I checked the junk folder and nothing in it. 

[Olivia]

Hi, @kelshaer.

Olivia here from Shopify Support.

Thanks for sharing your question with us. I just want to clarify that once you confirm the download for your theme, you see the following prompt that shows you it was successful:

If you don't see this prompt

In this case, let's have you try the following troubleshooting steps:

• Try clearing cache/cookies of current browser
• Try from a different, up-to-date, browser
• Try from a different network connection

If you see this prompt

If you do see this, and still don't receive the theme download then let's make sure that your inbox isn't inadvertently blocking any of Shopify's sender addresses. Please add both shopify@mailer.com and no-reply@shopify.com to your safe sender list.

If you still don't receive the email despite those efforts, please let me know which email provider you are using for next steps.

Warm regards,

[kelshaer]

Hi,

thank you for your reply.

Yes I can see the notification but still not getting any emails even checked my junk and spam folders.

I get other email notifications from shopify without problem.

My email provider is godaddy and my shopify website is paracons.ca

[LitExtension]

Hi @kelshaer, 

Actually as I know, the theme is sent in a .zip file to the email that's associated with your staff login. So please check your staff's email login. 

Hope my information is useful. 

[kelshaer]

This is the email that I am checking. Nothing received

[Olivia · Accepted solution]

Thanks for your quick reply, @kelshaer.

Have you tried the troubleshooting steps to add Shopify's mailer addresses to your safe sender list as I suggested yet?

Also, can you please try to change the email address associated with the staff account you are using? Preferably to an email address that is not associated with a custom domain. This can help us determine if the download email is not firing correctly, or if there is an issue with the receiving email address.

Please let me know.

[kelshaer]

@Olivia 

thank you, seems like the issue was with the paracons.ca domain that I am using with my email. Once I changed the email to @yahoo.com I received the theme zipped file.

[Olivia]

Oh good, I'm so glad we were able to narrow that down, @kelshaer.

If you have any further questions don't hesitate to reach back out.

Warm regards,

[Thooij]

Hi Olivia,

I actually have the same problem.

I have tried all your suggestions (cleared cache/cookie, tried a different browser, tried different network connection, added 2 Shopify emails to the safe list) but no luck!

I can see the message 'theme files sent' but I don't receive an email in inbox, nor in spam. I am using Gmail.

Do you have any suggestions for me? 

Kindest

[Olivia]

Hey, @Thooij!

Welcome to our Community, and thanks for sharing your question.

Thanks for trying those troubleshooting steps, and confirming you see a successful export prompt. Have you already tried to change your email address, too? Remember to use one that's not associated with a custom domain for troubleshooting purposes.

Please keep me posted.