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  • About Pipeline
    • Pipeline theme documentation
    • Learn Pipeline
  • Updates
    • What's new in Pipeline
    • Pipeline releases
  • Sections
    • Pipeline sections
      • Explore all the sections
      • Accordion group
      • Accordion single
      • Blog posts
      • Collections list
      • Collection product grid
      • Contact form
      • Custom HTML
      • Custom Liquid
      • Custom content
      • Featured article
      • Featured product
      • Gallery
      • Gallery text
      • Icon columns
      • Image banner
        • Countdown timer
        • Collage
      • Image with text
      • Logo list
      • Map
      • Mosaic
      • Newsletter
      • Page
      • Product grid
      • Product slider
      • Product slider tabs
      • Products with image
      • Recently viewed products
      • Rich text
      • Scrolling promotion
      • Shop the look
      • Slideshow
      • Tabs
      • Text columns with images
      • Video
      • Video banner
  • Settings
    • Theme settings
      • Global theme settings
      • Color
      • Typography
      • Layout
      • Search
      • Product card
      • Product form
      • Cart
      • Social media
      • Currency
      • Favicon
      • Advanced
      • Checkout
      • Custom CSS
      • Theme style
  • Header
    • Announcement bar
      • Settings and colors
      • Free shipping message
      • Text announcement
      • Icon column
      • Custom HTML
    • Header
      • Header styles
      • Icon styles
      • Toolbar
      • Navigation images
      • Collection block
      • Linking to menu items
      • Transparent header
      • Sticky header
      • Highlight sale menu
      • Collection images
  • Footer
    • Pipeline footer
      • Footer
      • Subfooter
  • Products
    • Product pages
      • Pre-orders
      • Breadcrumbs
      • Tabs and accordions
      • Tabs with metaobjects
      • Product page layout options
      • Product zoom
      • Inventory count down
      • Size charts
      • Unique product content
      • Alt-text sizing information
      • Swatch size
      • Color swatches (legacy)
      • Product siblings
      • Complementary products
      • Buy it with
  • Collections
    • Collection pages
      • Subcollections
      • Badges / Stickers
      • Custom filter options
      • Collection sorting
      • Layout options
      • Speed performance
  • Cart
    • Pipeline Cart
      • Cart types
      • Cart page
      • Cart drawer
      • Cart popup
      • Editing cart text
      • Cart upselling
      • Settings
  • Promotions
    • Upselling
      • Complementary products
      • Buy it with
      • Upsell with Quick View
      • Cart upselling
      • Upsell multiple products
      • Basic version
  • overlay
    • Cart drawer
      • Drawer cart
      • Popup cart
    • Popups
      • Cookies consent message
      • Newsletter popup
      • Text popup
  • Siblings
    • Product siblings
      • About product siblings
      • How to setup siblings
      • Siblings metafields
      • Cutline
      • Siblings collection
      • Siblings product setup
      • Add siblings block
  • Search
    • Predictive search
  • Pages
    • Page templates
      • Overview
      • Unique page content
  • FAQ
    • Frequently asked questions
      • Default theme content
      • Context picker
      • Check your theme version
      • Share preview link
      • How to download latest theme version
      • Migrating your settings
      • Improving the speed of your site
      • Optimizing performance of your Product Card & Collection pages
  • Apps
    • Shopify apps
      • Supported apps
      • App integration
      • Search and Discovery
  • License
    • Theme license
  • Support
    • Contacting support
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On this page
  • Can't find an answer?
  • Contact our theme support >
  • Help us to better assist you:
  • Important things to consider before contacting our support:
  • Where to get additional help
  • Shopify Support
  • Contact Shopify Support >
  • App Support
  • Shopify Experts
  • List of Shopify Experts with Pipeline knowledge
  1. Support

Contacting support

How to reach us for support

Last updated 6 months ago

Can't find an answer?

Please send us a support request through our support form and we'll get back to you shortly. Click below to contact our support team:

  • We respond to requests in the order they are received, typically within 48hrs.

  • Monday - Friday, Our theme support services are offered during regular weekdays excluding international holidays and weekends.

Help us to better assist you:

  1. Please know and provide your theme version.

  2. When using a draft theme (an unpublished theme), please include a Share Preview link. This is a special link that's generated by Shopify (not your admin URL).

Important things to consider before contacting our support:

Please take a moment to read how we can help you:

Theme Settings and Features

We can help you with the settings and features within the Theme Customizer like:

  • Sections and Blocks in the Theme Editor

  • Theme Settings like Colors, Typography, Button options, Layout

  • Theme features like Siblings, Swatches, Header, Footer, Popups

  • Helping with basic Custom CSS that you can add in the Theme Editor.

For anything theme-related, we will try and assist you with the features, suggestions, and tips on how to use the theme. Feel free to reach out to us if you feel there is an issue with our theme code that's not related to an app that's been installed or custom code added to your theme.

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 more are all functions of the primary Shopify Admin. Shopify Support handles all of these platform-related questions.

Apps

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

  • This can include apps that break the functionality of the theme like 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 be responsible for ensuring compatibility with themes in the Theme Store. It's best if you reach out to each individual app developer when requiring assistance with their app, functionality, or conflicts.

We can only support the code we write which is the theme, Pipeline. 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.

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

Speed performance and customizations

For any custom code requests or advanced theme customizations that require code changes, we recommend that you engage a Shopify Expert.

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

Please understand:

Groupthought 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:

Where to get additional help

Shopify Support

Shopify Support covers any platform questions or issues. For example, if you need assistance with using the Shopify Admin tools like product setup or your 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. Checkout is a function of Shopify and can not be controlled by the theme.

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 if you reach out to app developers directly when requiring assistance with their app, functionality, or conflicts.

We can only support the Pipeline theme code that we write. Integrations with apps are handled by app developers directly. Each app developer has a support system in place 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 that provide many custom solutions for your store and also quick task-based solutions. They can provide full support for their work. Groupthought does not provide any custom coding services.

List of Shopify Experts with Pipeline knowledge

Sunbowl
  • SEO

  • Sales channel setup

  • Conversion rate optimization

  • Analytics and tracking

  • Store build or redesign

  • Store migration and theme updating

  • Product and collection setup

  • Theme customizations, advanced features

  • Custom visual elements

  • Store settings configuration

  • Custom apps and integrations

  • App installation

  • Custom domain setup

  • Custom commerce experience

  • Business strategy guidance

  • Marketing and sales guidance

  • Site performance and speed

  • Marketing and sales guidance

  • Shopify Plus, customizations and solutions

  • And more

Blackbelt Commerce
  • Search engine advertising and SEO

  • Store build or redesign

  • Store migration

  • Theme customizations and updates

  • Store setup and design guidance

  • And more

Voltage New Media
  • Site performance and speed

  • Store build or redesign

  • Store migration

  • Theme customizations, advanced features

  • Custom theme development

  • Troubleshooting

  • Store setup and design guidance

  • Marketing and sales guidance

  • And more

Presidio Creative
  • Shopify Plus customers - Customizations and commerce solutions

StoreTasker

Wide range of services including theme customizations and design experts.

  • Connects you with developers and designers for small and large projects

Exhibea
  • Shopify Plus design and build

  • Shopify Plus migration

  • Store migration to the Shopify platform

  • Brand and Marketing services

  • And more

Pixel Supply
  • Store build or redesign

  • Store setup and design guidance

  • And more

Red Plug Design
  • Store build or redesign

  • Store migration services

  • Theme customizations and updates

  • Store setup and design guidance

  • And more

Contact our theme support >
How to check the theme version >
Share Preview link >
https://experts.shopify.com/services/expert-guidance/guidance-for-improving-your-site-performance-and-speed
Contact Shopify Support >
Development and troubleshooting >
Site performance and speed >
Theme customization >
App installation >
Visual content and branding >
Store setup, Product setup >
SEO, Marketing, Sales >
Conversion rate optimization >
Sales tax >
Sunbowl Systems >
Blackbelt Commerce >
Voltage New Media >
Presidio Creative >
Full details, StoreTasker >
Exhibea >
Pixel Supply >
Red Plug Design >
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