I purchased a theme from the Shopify Theme Store for $350 over 10 days ago. The payment was successfully processed, but the theme is still showing as a Trial theme and cannot be published on my store.
I have contacted both Shopify Support and the theme developer multiple times. Unfortunately, after 10 days, the issue remains unresolved. I have paid for the theme, but I cannot use it, and I have not received a refund.
This issue is affecting my business, delaying my store launch, causing lost sales, wasted time, and significant stress.
I respectfully request immediate assistance with one of the following:
• Activate and sync the theme license correctly so I can use the theme I paid for.
• If the issue cannot be resolved immediately, issue a full refund.
I have screenshots of the payment, theme status, and support conversations available if needed.
Honest part first: this is a billing and licensing issue, not something a code fix or this forum can solve, and posting “Hello Shopify Team” here won’t reach them, since it’s mostly merchants and partners. But one thing worth checking quickly, because it’s the most common cause of “paid but still Trial”: theme licenses are tied to the exact store you bought them on and can’t be moved, so confirm the purchase was made on this same store’s myshopify account and not a different or development store. If it was bought on the wrong store, that’s why it won’t activate here.
If it was definitely this store, then it’s a genuine billing glitch only Shopify can fix, so the way to actually move it is to stop using general chat and get it to the billing team: keep it in one support ticket rather than opening new ones, say clearly you need the Billing or Theme team, attach your payment screenshot and the Trial status screenshot, and ask them to either activate the license or issue a refund under the Theme Store refund policy, noting it’s been 10 days.
That documentation in one billing ticket is what actually gets these resolved. And so your launch isn’t held hostage in the meantime, you can set up and even go live on a free theme like Dawn for now, then switch over once the paid theme is sorted, so you stop losing days while the billing side gets fixed.
Hope that helps! If it did, a Like and Marking it as Solution goes a long way and helps others find the fix faster too.
