Before submitting a support request

Providing complete information helps us investigate your request more quickly.

Please include:

• Your .myshopify.com store domain
• A short summary of the issue
• What you expected to happen
• What actually happened
• Clear steps to reproduce the issue
• The affected storefront page URL
• Your theme name and version
• A screenshot, if available

Screenshots and recordings

You can attach a screenshot to the support form.

For video recordings, include a publicly accessible link from a service such as:

• Loom
• Google Drive
• Dropbox
• YouTube Unlisted

Before submitting a link, open it in a private or incognito browser window to confirm that anyone with the link can view it.

Protect sensitive information

Do not submit:

• Passwords
• API keys or access tokens
• Payment information
• Customer personal information
• Private collaborator or authentication codes

Remove or hide sensitive information from screenshots and recordings before sharing them.

Submitting your request

Select “Submit Ticket” at the top of this Help Center.

Enter your contact email carefully. Support responses will be sent to that address, and you can reply directly to continue the same ticket conversation.