I can’t customize the theme. I just uploaded it, can someone help me
Topic summary
Merchant cannot open the theme editor (“Customize”) after uploading a theme; the editor won’t start. The issue persists across their previous theme and a free Shopify theme.
Context: The shop was on hiatus; the merchant asks if being on the Pause and Build plan could be causing the problem.
Evidence: Two attached screenshots show an error message when attempting to customize. The images are central to understanding the exact error.
Support requests: Details on error messages, whether changes can be saved, and if the issue appears on other themes; asks for screenshots/video. Merchant confirms the problem occurs on multiple themes and supplies screenshots.
Guidance: Support explains the error could have multiple causes and recommends contacting the Shopify Help Center. They clarify that entering the question in the Help Center chat connects the merchant to a Support Advisor (not just the virtual assistant).
Status and next steps: Unresolved. Action item is to contact Support via the Help Center chat to escalate with screenshots and specifics. Open question remains whether Pause and Build restricts theme customization.
Hi, @Selma1 .
Thank you for posting to the Shopify Community.
I understand you’ve recently uploaded a theme to your Theme Library but are unable to edit it. Could you share if you’re seeing any error messages or experiencing issues when attempting to customize your theme?
To gather more context, could you share information on the following:
- Please share a screenshot or video when selecting Customize next to your theme. This will help us determine if there are any issues when loading the theme editor or if any error messages appear.
- When customizing the theme, are you able to Save your changes?
- Does the issue you’re experiencing happen on other themes? (For example, a free Shopify theme?)
I look forward to your reply!
Thank you for contacting me. I cannot customize the theme. My shop was on hiatus and I thought that was the problem. I am sending you two attachments, the last theme had the same problem and now I have taken the free Shopify theme, and I have the same problem. I just can’t get it to start
Thanks for your reply and sharing a screenshot, @Selma1 .
This error message can populate for various reasons and would need to be more closely examined by our team. In order for our team to take a look at where the issue is stemming from, I recommend getting in touch via the Shopify Help Center.
Please let us know if you need help navigating the help center or have further questions.
@Victoria_13 , Shopify Help Center is a virtual assistant I’ve already tried and I can’t solve the problem. Is it possible that the problem is happening because my shop is on Pause and Build?
Thanks for your reply, @Selma1 .
When accessing the Shopify Help Center, you will need to type your question in the chat box to the Help Center Assistant. By submitting your question to the Help Center Assistant, you’ll be able to connect with a Support Advisor.
If you have any questions please share them here along with any screenshot(s).