Hi !
I just bought a theme (Avenue) that I was already customizing.
It shows the purchase have been executed and billed, but the “online store” continues to show “Theme Trial” and the option to buy..
Does anyone know if this is normal that there is a delay? If yes, how long would it normally take?
Many thanks!
Contact Shopify support.
Hey @knibbelknibbel !
Thanks for reaching out here in the Community. Happy to help you out with this.
Sorry for any concern caused here with your theme purchase. Not to worry, I am positive it can be resolved! Sometimes when you successfully purchase a theme through your Admin > Themes section, the theme stays stuck in Trial mode even after the successful purchase.
In this situation, you would need to contact our live support team here and double check everything went through ok. Our live support via phone, chat or email can be reached via our support portal. Simply type your query into the “ask about a topic” bar, then hit continue to support to access. After you get through to an advisor you can get them to confirm the invoice has been successfully charged. If they find that an invoice was successfully created for the Theme purchase and your credit card has been charged, the theme can be purchased again from the admin. If an invoice already exists, clicking ‘Buy’ on the theme again should not create another duplicate charge/invoice, and the Theme should move into the expected ‘Paid’ state. At this point, you are free to commence working on your successfully purchased theme.
If the second purchase attempt within the Online Sales Channel > Themes section Admin creates a second duplicate theme purchase charge/invoice or simply fails we can have our billing team make an exception and refund you for the second charge.
I hope that helps.
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