If you are experiencing an issue that is time-sensitive, there are options available to arrive at a solution more quickly.
First, submit a detailed support request, then consider self-service options, reach out to Shopify Support, and reflect on recent changes, additions, or removals.
Submit a Detailed Support Request
Submit a support request as soon as possible through the New Request Page.
The support team works more quickly when the request includes key details and access details.
Helping us help you: Tips for the best Shopify theme support experience
Support requests are triaged to identify urgent issues, but adding 'urgent' or 'important' won't necessarily qualify the request for prioritization. Even if these terms are included, agents will apply the same criteria for evaluating a request's urgency.
Please note that:
- Out of the Sandbox only provides support during common business hours on weekdays.
- Requests are triaged in the order in which they are received.
- Out of the Sandbox does not offer phone or live chat support.
Consider Self-Service Options
If you are experiencing a major site failure or other significant issues, we do have some resources for you to explore now that may be able to resolve your issue.
- What to do if your store stops working
- How to handle emergency issues with Shopify themes
- Shopify developers who may be able to help
Reach Out to Shopify Support
Shopify offers 24/7 support and may be able to identify the source of the issue more quickly. 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. Contacting Shopify Support is especially worthwhile when incidents are reported on the Shopify Status page.
Reflect on Recent Changes, Additions, or Removals
Some issues with Shopify stores are caused by third-party apps or customizations. If you have recently added a new app or hired a developer to modify your theme, consider reaching out to their support team to check if their app or customization is the source of the issue.
App- or customization-based errors are outside the scope of Theme Support. Out of the Sandbox may not be able to resolve your issue and will refer to the app developer or a Shopify Expert for assistance.