If you are experiencing an urgent issue, please be aware that Out of the Sandbox only provides support during normal business hours on weekdays, excluding major Canadian and some U.S. holidays and that requests are handled in the order in which they are received.
Out of the Sandbox does not offer phone or live chat support.
All support requests are processed in the order in which they are received and there is no way to mark your ticket as "urgent" or a higher priority.
If you are experiencing a major site failure or other issue, we do have some resources for you to explore now that may be able to resolve your issue:
- Tips on what to do if your store stops working
- Blog post on how to handle emergency issues with Shopify themes
- List of Shopify developers who may be able to help (please note service providers working hours may vary and not all will able to respond immediately)
Another resource is Shopify's support team. While Shopify does offer 24/7 phone, email and chat support, please note that Shopify gurus may not be able to resolve issues with your theme and your request may ultimately be forwarded back to Out of the Sandbox.
If you are unable to resolve your issue using the resources above, we will be happy to assist you as soon as possible.
In order to ensure a timely resolution to your issue, please be sure that you have provided us sufficient details, screenshots and other information about the issue you are experiencing.
For more on how to provide us with a detailed request, read this blog post. If you need to provide additional information, simply reply to the confirmation email you received.
Finally, please note that many issues that cause Shopify stores to stop working are caused by third party apps or customizations.
In these cases, Out of the Sandbox may not be able to resolve your issue and you may be referred to the app developer or a Shopify Expert for assistance.