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Troubleshooting

The upload fails or Shopify rejects the zip

Almost always because the file was unzipped and re-zipped. macOS adds a __MACOSX folder and Windows nests the contents one level deeper; Shopify rejects both.

Download a fresh copy and upload it without opening it.

If your browser unzips downloads automatically, turn that off — in Safari it is Open "safe" files after downloading in Settings → General.

"You have reached the maximum number of themes"

Shopify caps every store at 20 themes. Delete an old one from Online Store → Themes → Theme library.

My licence key says it is not valid

Check, in order:

  • Copied cleanly? A trailing space or a missing character is the usual cause. Copy it again from your receipt email.
  • Subscription still active? Cancelling a monthly plan revokes the key. Your store is unaffected but downloads stop. Resubscribe to download again.
  • Right theme? A key only opens the theme it was bought for. Buying theme A does not unlock theme B.
  • Refunded? Refunded licences are revoked.

Still stuck, and you are certain the subscription is live? Email us with the last eight characters of the key — never the whole thing.

The theme looks broken after publishing

Check App embeds in the theme editor first. Apps that injected code into your old theme are not automatically active in the new one, and a half-loaded app widget looks a lot like a broken theme.

If it is not apps, republish your old theme — it is still in your library and switching back takes seconds. Then email us with the store URL and what you saw, and we will look at it while your store is safely back on the old theme.

Images look wrong or stretched

Sections have recommended image dimensions in the theme editor, under each image picker. Your own images will crop oddly if they are far off those.

Shopify serves whatever you upload, so a 400px-wide product photo will look soft in a full-width hero no matter what the theme does.

My settings vanished after updating

Section content does not transfer between theme versions — see Updating to a new version. Your old theme is still in the library with its settings intact. Republish it, then redo the update following the safe process.

Something else

Email us with:

  • your store URL
  • the theme name and version, both in LICENCE.txt inside your zip
  • what you expected and what happened
  • a screenshot if it is visual

That is usually enough for us to answer on the first reply instead of the third.