Paid for Zest Theme 3 Days Ago – Still Showing as Trial

Technical Q&A
,
1

Hi everyone,

I’m looking for advice because I’m stuck with a licensing issue.

Three days ago, I purchased the Zest theme. The payment was successfully processed, and Shopify generated a paid invoice. However, the theme still shows as Trial in my Shopify admin.

I’ve spent the last three days speaking with multiple Shopify support advisors. The issue has already been escalated to the Billing and Theme teams, but it still hasn’t been resolved.

The Zest theme support team confirmed that the issue is not on their side and that the Shopify theme license has not been activated for my store, even though the payment was captured.

Shopify support has repeatedly asked me to go through the Buy Theme process again, but I don’t believe I should have to attempt another purchase when I’ve already paid once and have a valid invoice.

Has anyone experienced this issue before? If so, how was it resolved, and how long did it take?

2

Hey @RaivatEthnic ,

That definitely doesn’t sound like expected behavior. If your payment was successfully captured and you have a valid Shopify invoice, I’d be hesitant to go through the purchase flow again until the licensing issue is resolved.

Since both Shopify’s Billing and Theme teams are already involved, it sounds like the next step is for them to manually verify why the theme license wasn’t applied to your store.

Just to confirm, does your invoice show the payment as Paid, and is the charge visible in your billing history as well?

Thank You !