Contacting support
How to reach us for support
Last updated
How to reach us for support
Last updated
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:
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We can view links for unpublished themes (draft themes) with a Share Preview link.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):
Important things to know before
contacting 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.
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.
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.
Some Shopify Experts with Palo Alto experience include:
If you’d like to hire a development team to customize Modular, Palo Alto or Broadcast, we’ve partnered with an agency named Unmade Design, which can assist with more advanced customizations and feature development. You can contact .
Unmade advanced customizations and feature development. You can contact
they are the best fit for larger projects.
is a leading Shopify Plus Partner agency in Chile with English and Spanish experts.
has experience working with Shopify and accepts small contracts.
has experience with Palo Alto and a great portfolio.
is a large and experienced Shopify agency that works with Palo Alto.
is excellent - they also do plenty of Palo Alto work.
- Theme developers available for custom work and projects.