Troubleshooting

Running into issues? Here are some tips that might help!

Pack won't install - error message

If you encounter the upside down smiley face - 🙃 then you know something is amiss! We first recommend trying another browser such as Chrome, Firefox or Edge. We have found that older versions of Safari can cause problems with all sorts of Shopify functions.

If you've tried another browser and are still getting an error message, check if you are installing a section or a template. If you are getting the error with a template, contact us at support. Templates are collections of sections and we store all the data in JSON. Very occasionally there might be an error in this JSON which prevents the template from installing. This is usually a very quick fix (less than 10 minutes), so if you email us at [e-mail] we'll be able to apply the solution right away.

Support contact form won't submit

Try another browser such as Chrome, Firefox, or Edge or contact use through the contact form on our site or use [e-mail]. We also respond to messages send to us on Twitter, Facebook, and Instagram.

Please note that we are a small team and while we do our best to reply as soon as possible, we are in the Toronto, Canada timezone (EST), so your patience is appreciated for any messages sent.

Sections or templates not displaying properly

If you've added some sections to a page and find that they aren't looking quite right (looking a bit off, elements look too large, images not appearing correctly, etc) then it is likely that the global CSS file is not being properly linked to that page.

This can happen on pages such as the password page, or other custom liquid files in your layouts folder (folder can be found in the code editor view).

This is a super quick fix for us, so if you email us at support, we can request collaborator access and add a fix. However, if you are comfortable with copying and pasting, you can also apply the fix yourself as follows.

1. Navigate to the Code editor for the theme where the sections are not appearing correctly:
2. Look for Layouts > password.liquid (or the layout file name where the packs are not appearing correctly)
3. Click on the file name and look for </head>

4. On the line directly ABOVE the </head> copy and paste the following code:

<link rel="preload" href="{{ 'design-pack-custom-css.css' | asset_url }}" as="style">
{{ 'design-pack-custom-css.css' | asset_url | stylesheet_tag }}

Save the file and when you return to the theme editor and refresh, you should now see your Design Packs appearing correctly. If you don't feel comfortable editing code, don't hesitate to contact us and we'd be happy to do this for you.