Start with a clean reproduction#
- Confirm the theme and version, URL, device and selected market/language.
- Preview an unmodified copy when possible.
- Check the relevant section’s visibility and connected resources.
- Test another product/resource using the same template.
- Record the exact steps, expected result and actual result before requesting help.
Common symptoms#
| Symptom | First checks |
|---|---|
| A section is empty | Visibility, template assignment, selected product/collection/page/image and resource availability. |
| Every product shows the same text | Static template text is shared. Connect an appropriate dynamic source. |
| Swatches appear only in one place | Card, PDP and quick-view presentation controls are separate. |
| A popup does not show again | Dismissal/repeat browser state and the popup timing settings. |
| A timer displays zero | Date format, timezone offset and whether the end time has passed. |
| Free shipping message differs from checkout | Theme threshold and actual shipping rules are independent; review market/profile eligibility. |
| Filters are missing | Search & Discovery configuration and Shopify’s current filter limits. |
| A menu heading has no links | Select a menu with links; confirm the installed footer revision. |
| A product image or price is wrong | Selected variant data, featured image, inventory and app overrides. |
Custom code and integrations#
Review app embeds, custom CSS/Liquid and installed scripts. Avoid sharing access tokens, customer records or payment details in a support request. A temporary unpublished reproduction is usually more useful than a screenshot alone.