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

Store Design

Topic summary

Problem: A store owner can’t see the custom premium theme their designer built. Their account still shows Spotlight as the current theme, and Preview of the purchased theme is blank (only logo). The designer sees the full site and says it was published.

Steps suggested by support:

  • Go to Online store > Themes > Theme library, use the ellipsis (…) on the purchased theme > Preview, and check the “last edited” timestamp to confirm the correct theme was modified.
  • Rule out caching/device issues: try an incognito window, clear cookies/cache, try another browser (e.g., Chrome/Firefox/Safari), and try another device.

User update: All suggested steps were tried on laptop and phone; issue persists. The user requests a phone call.

Support response: Phone support isn’t available. The user should contact live support via the Help Center’s chat for secure account access and deeper troubleshooting. A screenshot was provided to illustrate where to find edit timestamps in the Theme library.

Status: Unresolved. Next action is to initiate a live chat through the Help Center for account-level investigation and resolution.

Summarized with AI on January 15. AI used: gpt-5.
2

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:

16-56-84462-78675.png
16-56-84462-78675.png913×102 12.9 KB

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.