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We respond to requests in the order they are received, typically within 48hrs.
Our support services are offered during regular weekdays excluding weekends and holidays.
Some important things to consider before contacting support
Please take a moment to read how we can help you:
Theme Settings and Features
We can help you with the settings and features within the Theme Editor like:
Sections and Blocks in the Theme Editor
Theme Settings like Colors, Typography, Button options, Layout
Theme features like Siblings, Swatches, Header, Footer, Popups
Helping with basic Custom CSS that you can add in the Theme Editor.
For anything theme-related, we will try and assist you with the features, suggestions, and tips on how to use the theme. Feel free to reach out to us if you feel there is an issue with our theme code that's not related to an app that's been installed or custom code added to your theme.
Shopify Platform
Many settings and features are performed in the primary Shopify Admin. These questions and assistance should be directed to Shopify Support directly. Examples are:
Checkout issues
Customer orders
Managing inventory
Setting up payment methods, currencies, languages
Setting up your products and collections
Taxes and shipping options
Managing customer accounts
Marketing, campaigns, gift cards
Licenses including theme and apps
Setting up discount codes
Using the Search and Discovery app or Product Rating app
Building your navigation and setting up Online Store preferences
These and more are all functions of the primary Shopify Admin. Shopify Support handles all of these platform-related questions.
Apps
When you experience an issue with the Theme that's caused by an App that's been installed, you will need to contact the App developers directly.
This can include apps that break the functionality of the theme like prices not updating when changing a variant
Items added to the cart not appearing in the cart or checkout
Product images not changing
Please understand:
For all app-related issues or questions, Shopify's policy requires app developers to be responsible for ensuring compatibility with themes in the Theme Store. It's best if you reach out to each individual app developer when requiring assistance with their app, functionality, or conflicts.
We can only support the code we write which is the theme, Story. Integrations with apps are handled by app developers directly. Each app developer has their own support system in place and can help you with issues regarding their app.
Tips to help before installing any app:
Make a duplicate of your current live theme.
Rename the duplicate to help identify it.
This will allow you to fall back to a good working version of your theme if the app breaks any functionality. This can also help you avoid many hours of problem-solving and downtime for your store.
Customizations and Speed Performance
For any custom code requests or advanced theme customizations that require code changes, we recommend that you engage a Shopify Expert.
Shopify Experts are advanced developers that provide many custom solutions for your store and also quick task-based solutions. They can provide full support for their work.
Please understand:
Groupthought does not provide any custom coding services.
Shopify Experts can also help you with Speed and Performance. Here is a list of Experts that can help you boost the performance of your site and improve your speed scores:
Shopify Support covers any platform questions or issues. For example, if you need assistance with using the Shopify Admin tools like product setup or your store settings.
Shopify Support also handles all Checkout support. Shopify provides 24/7 support to all its customers.
Checkout issues, contact Shopify Support directly.
The checkout and theme are separate systems. Checkout is a function of Shopify and can’t be controlled by the theme.
For all app-related issues or questions, Shopify's policy requires app developers to be responsible for ensuring compatibility with themes in the Theme Store. It's best if you reach out to each individual app developer when requiring assistance with their app, functionality, or conflicts.
We can only support the code we write which is the theme, Story. Integrations with apps are handled by app developers directly. Each app developer has their own support system in place and can help you with issues regarding their app.
Shopify Experts
For any custom code requests or theme customizations, we recommend that you engage a Shopify Expert. Shopify Experts are advanced developers that provide many custom solutions for your store and also quick task-based solutions. They can provide full support for their work. Groupthought does not provide any custom coding services.
