Contacting support

How to reach us for support

Can't find an answer?

Please send us a support request through our support form, and we'll get back to you shortly with assistance.

Here are a few tips from our staff to help us with your support question:

Please help us to assist you better

Our Support Form requires some information about your store and theme version.

Include your theme version.
Let us know your Shopify store name.
Please remember we do not have access to your Admin console. We will need a collaborator code to request access.
We can view links for unpublished themes (draft themes) with a Share Preview link. Shopify generates this unique link. Please follow the steps in this article to provide the correct format (there are 3-steps to generate the correct URL):

Support Responses

We respond to requests in the order they are received, typically within 48 hours.
Monday - Friday, Our theme support services are offered on regular weekdays, excluding international holidays and weekends.

Please also take a moment to read about our support services:

Important things to know before contacting support

What does your support include?

Our support includes:

Answering any questions about Invisible products and the technical capabilities of our products
Helping to set up the features that are included in our themes and configuring theme settings
Fixing bugs or issues in unmodified theme installs

Can you help with customizations?

Our support does not include:

Custom code
Code modifications
Adding new functionality or third-party plug-ins (including apps)
Debugging any errors or functionality issues related to theme customizations or apps

If you are experiencing issues with any customizations or third-party applications, we advise reverting to the original theme or removing the app to restore the default theme.

Custom Theme Development

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 other functions are all performed by the primary Shopify Admin. Shopify Support handles all platform-related questions.

Speed performand and customizations

We recommend you engage a Shopify Expert for any custom code requests or advanced theme customizations requiring code changes.

Shopify Experts are advanced developers who provide many custom solutions for your store and also quick task-based solutions. They can provide full support for their work.

Please understand:

Invisible Themes 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:

Apps

When you experience an issue with the theme caused by an App that has been installed, you will need to contact the App developers directly.

This can include apps that break the theme's functionality, such as 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 ensure compatibility with themes in the Theme Store. It's best to reach out to each individual app developer when requiring assistance with their app, functionality, or conflicts.

We can only support the code we write, the Broadcast theme.

All 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.

If the app breaks any functionality, you will be able to fall back to a good working version of your theme. This can also help you avoid many hours of problem-solving and downtime for your store.

Where to get additional help

Shopify Support

Shopify Support covers any platform questions or issues, such as assistance using the Shopify Admin tools for product setup or 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. The checkout function is a function of Shopify and cannot be controlled by the theme or our theme support.

App Support

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 to contact each app developer when you need assistance with their app, functionality, or conflicts.

We can only support the code we write, which is the code of the Palo Alto theme. Integrations with apps are handled directly by app developers.

Each app developer has a support system 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 who provide many custom solutions for your store and also quick task-based solutions. They can provide full support for their work. Our support team does not offer any custom coding services.

SEO, Analytics and tracking, Conversion rate optimization

Some Shopify Experts with Palo Alto experience include:

Presidio Creative does not provide any custom coding services.

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