I need help troubleshooting a major issue with my store. How do I get urgent help?

We apologize that you've run into an urgent problem with your store.  Please send us all the details you can about the issue as soon as possible and we'll do our best to get back to you as quickly as we can.  It is important that you are as descriptive as possible when contacting us for issues like this so we don't have to go back and forth to request additional information.  Any screenshots, video recordings, links to your store, recent app installations, etc. that you can provide will help speed up your resolution.

We answer support email Monday through Friday from 8:00 AM - 5:00 PM Mountain time (GMT -7).  We do not answer email on weekends or most US holidays.

Please note that in order to offer fair, unbiased support to all our customers, there is currently no way to tag an email as "urgent."  We'll therefore respond to all requests in the order they are received.  At this time, we do not offer support via live chat or phone.  While you wait for a response, we've provided some information below that might be helpful.

If a major function of your store has stopped working...

Sometimes, we receive support requests for major malfunctions such as:

  • Product gallery disappearing on your product pages
  • Quick view button not doing anything when clicked
  • Cart button not opening the cart modal
  • Products not being added to the cart after clicking the "add" button
  • Incorrect variants being added to the cart
  • Prices not updating as you switch variants or generally not showing the right amounts
  • Sections, such as featured products or Instagram not appearing on the home page
  • Drop-down menus not appearing when you hover over parent items in the main menu

We understand how frustrating and crippling these issues can be and want to get you the help you need ASAP.  In nearly all cases, these types of errors are caused by third-party app conflicts, errors in custom coding added to the store, or a combination of the two.  If something major suddenly breaks on your store, the first thing to try is to disable or remove any recent apps you have added that may affect the product page, cart, or whatever is causing you problems.  In addition, if you have removed any apps recently, you should check your app's documentation or support site for help fully uninstalling the application.  Many apps inject custom code into the theme files that is not removed automatically when you uninstall the app.  This left over code often causes problems if it is not removed. 

To get in touch with your app's support team or check their support sites, visit the app's page in the Shopify app store.  Scroll down a bit, and you'll find links for support on the right.

Until you find what you need or hear back from their support team, here are some other things you can try:

Roll back your theme code

If removing/disabling apps doesn't seem to help, you can try rolling back your theme code to an older version.  We would only suggest doing this if you have at least some familiarity with coding. 

The primary file that controls your theme is called theme.liquid and it's located in your Layout folder.  This file is primary location where custom app code would be installed.  You can try reverting this file to a previous version to see if that helps.  You can also look through the code of this page to see if you see any reference to any apps you recently removed.  If you see it, try removing it and saving the file.  If it doesn't help, you can always undo your changes.

Download a fresh copy of your theme

As an alternative means of troubleshooting, you can also try downloading a fresh copy of the theme you're using and keep it unpublished for testing. If you purchased your theme directly from Shopify, you can always download the latest version from the theme store by following the steps in this Shopify help article. If you visit your store on this clean version and do not see the issues, that will confirm that there is an app or custom coding incompatibility somewhere.

See if Shopify can help

Shopify's support team offers 24/7 phone, email and chat support and may be able to help you troubleshoot your issue.  Unfortunately, most Shopify gurus are not that technical and will often tell you such issues are a theme problem.  I can assure you that our themes are thoroughly vetted and tested prior to each release, and we do not release code with major issues such as those discussed above.

Gurus are generally not trained to troubleshoot theme vs. app issues.  They will likely tell you it's a theme issue and offer to contact us on your behalf.  If you have already filled out our support form or sent us an email about your issue, please do not have Shopify contact us on your behalf for the same issue.  It will only further delay processing and resolution.

Tips to avoid issues like these in the future

As a best practice before installing any apps that affect the front-end (customer-facing) portion of your site or editing the code yourself, we always recommend creating a duplicate of your live theme as a backup just in case anything goes wrong. This is especially important if you plan to try out several apps for certain functionality before deciding on which one you'll use. Having all that extra code lying around in the theme files can cause a lot of problems.

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