Start with the symptom, then check the likely cause in order. Tell support which step you already tried, and include a screenshot and the steps to reproduce the problem.
| Symptom | Check first | Likely cause / who to contact |
|---|---|---|
| Product image looks different on mobile | Image ratio and focal point; preview on mobile in the theme editor | Theme settings or image choice — theme support can help with settings |
| 'You may also like' is empty | Whether Shopify has related products to return for that product | For a fresh store, Shopify may return no recommendations — that is store data, not a theme defect |
| A feature stopped working after installing an app | Disable the app temporarily if safe, and note exactly when it broke | App conflict — contact the app developer, and tell ShopGlow which app is involved |
| Something broke after editing theme code | Restore from your duplicate theme, before the edit | Custom code — not covered by theme support; always duplicate before editing |
| Checkout, discounts, domains or products behave oddly | Check Shopify admin for those settings | Shopify platform — contact Shopify Support, not the theme developer |
| Theme settings look empty or fonts do not load | Check that the theme saved completely and that only Shopify fonts are used | Theme or editor issue — contact ShopGlow support with the theme name and a screenshot |
If none of these match, email shopglowthemes@gmail.com with your store URL (only if you are comfortable sharing it), theme name, what you were doing, and a screenshot.