Troubleshooting guide
Step-by-step guide to diagnose Shopify theme issues: disable apps to find conflicts, roll back code changes, and test with a fresh theme copy.
Having issues with your theme? Work through the steps below before submitting a support request — most problems come down to app conflicts, recent code changes, or a corrupted theme file.
Step 1: Disable apps
App conflicts are the most common cause of theme issues. If a problem appeared after installing an app, disable it and check if the issue resolves.
In Shopify Admin → Apps, disable any apps you suspect may be related to the problem
Test the affected area of your store
Re-enable apps one by one to identify the culprit
Note: Some apps inject code directly into your theme files during installation. Deleting an app from your dashboard may not remove that code. If the problem persists after disabling the app, contact the app developer for removal instructions.
If disabling a specific app fixes the issue, contact that app's support team — they're best equipped to resolve compatibility issues with our theme.
Step 2: Roll back recent changes
If someone recently edited your theme code, those changes may be causing the issue.
If a developer made changes, contact them first before reaching out to us
If you edited theme files yourself, use Shopify's built-in version control to revert: in the Theme Editor → Edit code, files that have been modified show a circle icon — click it to restore a previous version
Step 3: Install a fresh copy
Download a fresh copy of your theme and compare it with your current version to determine whether the issue comes from customizations to template files.
Go to the Shopify Theme Store and download the latest version of your theme (no extra cost with the same account)
Install it as a new theme (don't publish yet)
Check whether the issue exists in the fresh copy
If the fresh copy works correctly, the problem is in your customized theme files. If the issue appears in the fresh copy too, contact our support team.
Tip: Before making any code changes to your theme, always duplicate it first as a backup.
Third-party app support
We don't provide free support for third-party apps or perform compatibility testing between apps and our themes. If an app breaks something in your store, your first contact should be the app developer.
A few things to keep in mind:
Most Shopify apps are built by independent developers. Review an app's documentation before installing it to understand how it integrates with themes.
We can't modify our theme code to accommodate every app — changes for one app can create conflicts elsewhere. We do provide app developers access to our code so they can make adjustments on their end.
Apps that modify your store's frontend add JavaScript that can slow down page load. Keep the number of frontend apps under five for best performance.
When you update your theme, any custom app integrations in your template files will need to be re-applied.
Code changes
Our support covers theme settings and built-in theme features. We can't help with custom code changes as part of free support.
If you need custom development, Staylime offers paid custom development services — see Custom development services for details and how to request.
Before editing any code:
Duplicate your theme to keep a clean backup
You can always re-download the latest theme version from the Shopify Theme Store at no cost using the same Shopify account
Updating your theme
For step-by-step instructions on updating your theme without losing customizations, see How to update your Shopify theme.
Still having issues?
If none of the above resolves your problem, submit a support request with:
A description of the issue and when it started
Your store URL
Screenshots or a screen recording if possible
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