Not updating version of Theme

[Gal2]

How do I escalate on Shopify regarding a theme problem as customer support is not helping? I bought a theme a year ago and I wanted to update the theme, but the platform doesn't allow me to do so. I provided an invoice proving it was purchased for the shop, but the support team just transferred the issue from one another and didn't solve anything. 

[syodev_digital]

Hi! 

Question:
- Was this theme purchased on the Shopify Theme Store?
- What is the name of your theme?
- Can you screenshot what error you are encountering when you are trying to update the theme?