I have received an email from Shopify claiming that I am using an unlicensed theme, they say I have less than 5 days to purchase the theme or else risk closing my store ( ridiculously short period to threaten a business with closure).
Firstly this is very strange as the developers that created my theme are shopify experts, these are supposed to be vetted by shopify and they are recommended by shopify. Its very ironic that I am introuble with shopify because of shopify.
Moving past that, and not wanting my store closed just before the sales season, I contacted shopify support in orded to pay for the theme that I supposedly stole, and they have no idea what theme I have to purchase.
Can someone help me get out of this mess?
FYI I have already contacted the shopify experts that worked on my theme, and its a very slow response from them. I dont think they even know what theme they used as this work was done 2 years ago.
Thanks for getting in touch and letting us know about the issue with your theme, I am sorry to hear about the situation you’re in, but I am happy to help.
Can I first ask where you came across this Shopify Expert? Was it from the Experts Marketplace here or some third party site? In most cases, when reaching out to support, we are able to locate the theme in question and give you the next steps to be able to purchase it. It seems as though support were unable to locate it for you, when this happens this usually means that the theme has been considered unsupported as too many customizations have been performed by the Expert.
Your best course of action here is to get in contact with this theme developer and explain the situation and that you will need the theme’s information to proceed. They will be able to advise you best.
Yes it was from the shopify official marketplace, it was also from a very highly rated expert as well, I dont want to name any names on a public forum.
I am trying to reach out to the theme developer, but as you can imagine this is not a priority for them , meanwhile the deadline for me to purchase the correct theme is tomorrow. Can you get someone to extend this deadline?
What I cant understand is that if Shopify doesnt know the theme then how will you know if I purchased the correct theme? Can I just purchase any theme and that will solve the problem?
Have you possibly tried reaching out to them via a different method? With a quick google search, it seems they have some social media pages set up, so you could try sending them a message there.
I would not be able to extend you any further time as I’m not able to provide account-specific support via the Shopify Community at this time.
When a theme downloaded externally and is customized, sometimes it does not pick up in our system records, therefore we cannot locate it. Once you have received the information from the expert and provide it to us, we will then be able to check it for you. Purchasing just any other theme won’t fix the issue, so we encourage you to try to get in touch with the expert to solve this.
I got in touch with the shopify experts that designed my website, they did not know the theme that was used since it was done a long time ago, however they sent me a link to a theme and asked to me to just buy this one. I purchased it and that was all, I didnt get any other emails from Shopify so I am hoping thats the end of the shakedown.