I cant' download app - reached out multiple times and nothing has been resolved

Shopify Plus

Topic summary

Main issue: Multiple users (agency team and client) cannot download a Shopify app. Attempts on desktop and mobile consistently fail.

Troubleshooting tried: Cookies allowed, incognito mode, different browsers (Chrome/Firefox), different devices, and device restarts. No improvement.

Details requested/provided: A staff member asked which app and the exact error; the original poster didn’t provide it. Another user shared the error “This app is not compatible with your store” and attached a screenshot, indicating a compatibility block.

Scope clarification: Although the thread is tagged “flow,” staff confirmed this is not a Shopify Flow issue.

Next steps and status: Staff advised contacting Shopify Support for resolution. They noted they cannot open another support ticket from this thread because one already exists. No fix yet; the issue remains open.

Context note: “App compatibility” generally means the app may restrict installation by store plan, region, sales channels, or required features. Key info still missing: the specific app name and store details to diagnose the compatibility reason.

Summarized with AI on January 9. AI used: gpt-5.
1

Hi Shopify,

Several individuals in my agency, including the client, have attempted to download without success. Following your suggestion, I also tried to download using my mobile, but unfortunately, it was unsuccessful. This situation is becoming increasingly frustrating.

I’ve attempted the following troubleshooting steps and still have had no luck:

  • Verified that the browser’s cookie preferences are not set to ‘Block All Cookies’.
  • Accessed the shop in an Incognito Tab.
  • Tried accessing the shop from another browser (e.g., Chrome or Firefox) with cookies not blocked.
  • Attempted the download on another device.
  • Restarted my device.
2

I cannot view that video. What app are you attempting to download? What error message are you getting?

3

Hello Paul, I’m facing a similar issue where I can’t download apps and the error message states “this app is not compatible with your store”. I’ve tried all the same solutions as the original post and nothing has worked. Please help me resolve this issue.

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4

Please contact support to fix that. This isn’t a Flow issue and it looks like I cannot make a support ticket on this tread because it already has a ticket.