Modular documentation
Support
Modular latest
Modular latest
  • Modular theme documentation
  • Sections
    • How to use sections
      • Section settings
      • Adding sections
      • Hiding sections
      • Reordering sections
      • Theme Settings
    • Modular sections
      • Announcement bar
      • Background video
      • Blog posts
      • Collections list
      • Contact form
      • Custom code
      • FAQ
      • Featured collection
      • Featured product
      • Icons row
      • Image with text
      • Image with text overlay
      • Logo list
      • Mosaic
      • Newsletter
      • Product features
      • Recently viewed products
      • Rich text
      • Slideshow
      • Split content
      • Split hero
      • Testimonials
      • Video
    • Recommended Image Sizes
      • Product Images
      • Blog Images
      • Slideshow Section Images
      • Catalog Banner Images
      • Product Feature Images
  • Theme Settings
    • Theme settings
      • How to make changes
      • Colors
      • Typography
      • Buttons
      • Appearance
      • Search
      • Product grid
      • Product form
      • Cart
      • Breadcrumbs
      • Favicon
      • Social media
      • Checkout
      • Custom CSS
  • Header
    • Announcement bar section
    • Header
      • Transparent header
      • Logo
      • Mega menu
  • Footer
    • Footer
      • Blocks and settings
      • Logo
      • Menu
      • Text
      • Newsletter
  • Products
    • Product pages
      • Pre-order
      • Product ratings
      • Creating new product page templates
    • Blocks
      • Price and title
      • Form
      • Product description
      • Social share
      • Store availability
  • Collections
    • Collection pages
      • Creating more collection page templates
      • Customizing the collection list page
    • Badges
  • Pages
    • Page templates
  • Blogs
    • Blog pages
      • Creating new blog page templates
  • Popups
    • Popup section
  • License
    • Theme license
  • Custom
    • Custom
      • How to add custom color swatches
      • How to make CSS customizations
      • How to set up custom filtering options
      • How to add custom fonts
  • Online Store 2.0
    • The new experience
  • FAQ
    • Frequently asked questions
      • Checking your theme version
      • Downloading the latest version
      • How to use sections
      • Section settings
      • Theme settings
      • Reordering sections
      • Hiding sections
      • Adding sections
      • Recommended image sizes
        • Product images
        • Blog images
        • Slideshow section images
        • Catalog banner images
        • Product feature images
      • Updating your theme
      • Sharing a preview link
      • How to remove the Shopify credit
  • Support
    • Contacting support
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  • Please also take a moment to read about our support services:
  • Where to get additional help
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  • App Support
  • Shopify Experts
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  1. Support

Contacting support

How to reach us for support

PreviousHow to remove the Shopify credit

Last updated 26 days ago

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.

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.

How to check your theme version
Share Preview link
Contact Support Form
Unmade directly via this link
https://experts.shopify.com/services/expert-guidance/guidance-for-improving-your-site-performance-and-speed
Contact Shopify Support
Site performance and speed
Email Marketing, Social Media Marketing
Store setup, Product setup
Development and troubleshooting
Theme customization
Visual content and branding
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