Why can't I purchase the Prestige Theme?

Store Design
1

Hi,

I was using the theme Prestige in a theme-test and was trying to buy it now. When I hit “Gebühr freigeben” (should be “allow fee” in english) nothing happens.

What can I do? I was actually planning to launch the shop tomorrow with the new theme…

Thanks so much in advance

Johanna

2

Hey @LachendeKoralle ,

I’ll be happy to help you out with this.

I have come across this issue before and found that local browser configurations are a common contributor, not to worry as this is an easy fix! I’ve got a few things for you to try out so we can pinpoint exactly where the issue is stemming from:

1 ) Incognito/private mode on your browser - login to Shopify and see if you’re able to purchase the theme. If it works, it means your browser likely needs its cache cleared.

2 ) I suggest clearing your browser cache and make sure you are operating on the latest version of Google Chrome. When you use a browser, like Chrome, it saves some information from websites in its cache and cookies. Clearing them fixes certain problems, like loading or formatting issues on sites:

3 ) You can try using a different browser or device (like a phone) to see if you can make the purchase. If it works in one browser and not the other, it’s a browser issue and the cache needs to be cleared.

As a side note, I recommend checking out our guide on updating themes for more information on what you might want to edit once you’ve changed your theme. It’s also worth noting that you can download a new theme and customize it before you make it live. You can have up to 20 themes in your store, so 1 of them will be published (what your customers see) and the other 19 are for themes you’re customizing in anticipation of publishing them or theme backups. You can find more information on this in our publishing themes guide.

Let me know how you get on with the suggestions above. If you find that refreshing your page or using a different browser makes no difference, it looks like we’ll need to do some further digging into what the root cause of this issue may be.

3

Hi @Moira

thank you for your help. I tried all suggestions you mentioned, cleared the cache, tried different browsers and also on the phone, and had a look at the payment options (if anything didn´t work there), but nothing worked.

I had the theme I want to buy (Prestige) prepared with all the content already. I tried via themes > theme library > actions > buy and also via preview > buy theme.

Could you have a look if there is a problem somewhere in the backend at my account?

Best regards
Johanna

4

It worked now, for some mysterious reason, although I didn´t do anything different.

Thank you!

5

That’s great to hear! Don’t hesitate to reach back out if you require any further assistance as you continue to work on your store.

All the best,

6

I have tried all steps here. Nothing is working

7

Hey @mllivingston ,

Are you attempting to buy the Prestige theme and having no luck? Which browser are you currently working on?

Look forward to hearing from you!