Very Glitchy today - Unable to Download New Template

Shopify Discussion

Topic summary

  • Problem: Downloading a new Shopify theme returns the error, “Your change could not be processed. Make sure you’re logged in…,” even when the user is logged in.

  • Shopify update: There were admin-side issues on that day, which Shopify says have been resolved. First-line troubleshooting suggested: clear browser cache and cookies (stored browsing data that can affect sessions).

  • Current status: The issue persists for at least one user even after clearing cache and cookies.

  • Recommended action: Contact Shopify live support through the Help Center link, log in if possible, select the relevant topic, and choose a support option. A support advisor can check the account’s backend (Shopify’s system) to investigate.

  • Outcome: No confirmed resolution yet. The thread remains open; it’s unclear if the problem is account-specific or a lingering platform issue.

Summarized with AI on February 5. AI used: gpt-5.
1

Anyone else having problems?

I try to download a new theme and get the following message:

Your change could not be processed

Make sure you’re logged in and try submitting your form again.

And yes, I am logged in. Any ideas how to resolve this?

Thank you in advance.

1 Like
2

Hi there, @vhuddleston !

I wanted to check in and see if this issue has been resolved for you yet. We were experiencing some issues affecting parts of the admin on this day, which have since been resolved. If you are still experiencing issues, I recommend clearing your cache and cookies.

Please let me know if you need any further assistance!

3

I’m still having this issue. I’ve tried clearing my cache and cookies.

4

Hi, @ag22 !

Thank you for your message and sharing that you’ve already tried some troubleshooting steps. I recommend getting in touch with our live support team so they can look at the back end of your account and investigate further. When it comes to reaching out to our live Support line, I’ll provide some steps here to make it easier.

  1. Head over to this link: Contact Shopify Support · Shopify Help Center
  2. Log in (recommended) or Continue without logging in
  3. Select the support topic that best suits your inquiry (such as Account or Store settings)
  4. Scroll down to where it says Get support and select one of the available support options

You’ll then be connected to a Support Advisor who can work with you and try to get to the bottom of the issue.

I hope this helps, please let me know if you have any other questions!