For Our Customers
Before contacting the Support team, please check our documentation for potential solutions to your issue. This can help you find answers more quickly and reduce waiting time.
To expedite your support request, please follow these steps:
- Provide Detailed Information: Describe your issue thoroughly and include screenshots or videos for better clarity.
- Access Requirements: Create a staff account or send a collaborator request code for Shopify, or add a new user and create an API for BigCommerce if necessary for troubleshooting. Please kindly notify us once access has been granted so we can proceed promptly.
- Reproduction Steps: Clearly outline how to reproduce the issue if necessary for troubleshooting.
- Submit Complete Details: Include all relevant information in your ticket, such as staff account details, screenshots, videos, theme name and version, issue description, and any relevant links.
Support Responses
Our support team is available Monday to Friday, 08:00 AM to 05:30 PM (UTC+7). Please allow our response within 1 - 2 working days. Response times may vary based on ticket volume and request complexity, but we try to address all inquiries promptly, typically within 24 hours, and in the order they are received.
Theme Licensing
As per Shopify's policy, unlicensed themes are ineligible for support or updates when new features are introduced. Therefore, we are unable to offer support for unlicensed themes.
