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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. Click below to contact our support team:

Contact our theme support >

  • 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. How to check the 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 When using a draft theme (an unpublished theme), please include a Share Preview link.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). Share Preview link >

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:

https://experts.shopify.com/services/expert-guidance/guidance-for-improving-your-site-performance-and-speed

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.

Contact Shopify Support >

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

Sunbowl Systems >

Blackbelt Commerce

  • Search engine advertising and SEO

  • Store build or redesign

  • Store migration

  • Theme customizations and updates

  • Store setup and design guidance

  • And more

Blackbelt Commerce >

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

Voltage New Media >

Presidio Creative

  • Shopify Plus customers - Customizations and commerce solutions

Presidio Creative >

StoreTasker

Wide range of services including theme customizations and design experts.

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

Full details, StoreTasker >

Exhibea

  • Shopify Plus design and build

  • Shopify Plus migration

  • Store migration to the Shopify platform

  • Brand and Marketing services

  • And more

Exhibea >

Pixel Supply

  • Store build or redesign

  • Store setup and design guidance

  • And more

Pixel Supply >

Red Plug Design

  • Store build or redesign

  • Store migration services

  • Theme customizations and updates

  • Store setup and design guidance

  • And more

Red Plug Design >

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