To provide the best support services for our merchants, we focus on verified theme purchases. We use automated criteria to either verify the theme purchase or flag it as potentially pirated.
An unverified theme isn't necessarily pirated. There are situations that involve authentic theme purchases but require additional action to verify the purchase. Consider the questions below and follow the recommendations that suit your situation.
Was your store built by an agency or freelancer?
If someone else developed your store for you, ask them to verify and prove that they paid the proper license fees for your shop in particular. Agencies, freelancers, and other arrangements should provide a valid receipt to verify your theme and keep it for your records.
- Contact the agency or freelancer to request the theme's purchase details.
- If they are unable to provide a valid receipt, they need to purchase a license for your theme.
- Once you have information about the purchase's origin, you can verify your purchase by contacting Shopify or Out of the Sandbox support.
Did you purchase your theme from the Theme Store?
If you purchased the theme directly from the Shopify Theme Store, contact Shopify Support and request a copy of your original theme purchase receipt.
I've changed my myshopify URL
If you are using a license from another shopify.com URL and are closing that store, support can only verify your purchase once Shopify Support transfers the license for you. Let them know the original license URL and the new URL through their support services.
Did you purchase your theme from our website?
If you purchased your theme directly from the Out of the Sandbox website, please contact us with the following information:
- Original invoice of theme purchase
- First and Last name used to purchase the theme
- Address used to purchase the theme
- Last four digits of the Credit Card used to purchase the theme
I've changed my myshopify URL
If you are using a theme license from another Shopify subdomain, close the original shop with Shopify, then contact our support team with the following information:
- Your current store address
- The former store address (please note that this store must be a completely inactive Shopify account for us to transfer your license)
- Your full name and a statement that you own both stores
- An order number, receipt, or invoice showing your original theme purchase
- Last four digits of the Credit Card used to purchase the theme
Did you purchase your theme from another outside source? (e.g. Fiverr)
If you didn't purchase your theme through the Theme Store or our website, you do not have a valid license. Access to updates and support services are restricted until a valid theme license is purchased.
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