Contacting support
How to reach us for support
Can't find an answer?
Please send us a support request through our support form, and we'll get back to you shortly. Click below to contact our support team:
We respond to requests in the order they are received, typically within 48 hours.
Monday - Friday, Our theme support services are offered on regular weekdays, excluding international holidays and weekends.
Help us to assist you better:
Please include your theme version. How to check your theme version >
When using a draft theme (an unpublished theme), please include a Share Preview link. This is a special link generated by Shopify (not your store's admin URL). Share Preview link >
Important things to know before contacting support
before contacting supportPlease take a moment to read how we can help you:
What does your support include?
Our support includes:
Answering any questions about Invisible products and the technical capabilities of our products
Helping to set up the features that are included in our themes and configuring theme settings
Fixing bugs or issues in unmodified theme installs
Can you help with customizations?
Our support does not include:
Custom code
Code modifications
Adding new functionality or third-party plug-ins (including apps)
Debugging any errors or functionality issues related to theme customizations or apps
If you are experiencing issues with any customizations or third-party applications, we advise reverting to the original theme or removing the app to restore the default theme.
Custom Theme Development
If you’d like to hire a development team to customize Broadcast, we’ve partnered with an agency named Unmade who can assist with more advanced customizations and feature development. You can contact Unmade directly via this link.
Shopify Platform
Many settings and features are performed in the primary Shopify Admin. These questions and assistance should be directed to Shopify Support directly. Examples are:
Checkout issues
Customer orders
Managing inventory
Setting up payment methods, currencies, languages
Setting up your products and collections
Taxes and shipping options
Managing customer accounts
Marketing, campaigns, gift cards
Licenses, including theme and apps
Setting up discount codes
Using the Search and Discovery app or Product Rating app
Building your navigation and setting up Online Store preferences
These and other functions are all performed by the primary Shopify Admin. Shopify Support handles all platform-related questions.
Speed performand and customizations
We recommend you engage a Shopify Expert for any custom code requests or advanced theme customizations requiring code changes.
Shopify Experts are advanced developers who provide many custom solutions for your store and also quick task-based solutions. They can provide full support for their work.
Please understand:
Invisible Themes does not provide any custom coding services. Shopify Experts can also help you with Speed and Performance. Here is a list of Experts that can help you boost the performance of your site and improve your speed scores:
Apps
When you experience an issue with the theme caused by an App that has been installed, you will need to contact the App developers directly.
This can include apps that break the theme's functionality, such as prices not updating when changing a variant.
Items added to the cart not appearing in the cart or checkout
Product images not changing
Please understand:
For all app-related issues or questions, Shopify's policy requires app developers to ensure compatibility with themes in the Theme Store. It's best to reach out to each individual app developer when requiring assistance with their app, functionality, or conflicts.
We can only support the code we write, the Broadcast theme.
All integrations with apps are handled by App developers directly.
Each App developer has their own support system in place and can help you with issues regarding their app.
Tips to help before installing any app:
Make a duplicate of your current live theme.
Rename the duplicate to help identify it.
If the app breaks any functionality, you will be able to fall back to a good working version of your theme. This can also help you avoid many hours of problem-solving and downtime for your store.
Feature requests
We're committed to continuously improving Broadcast and providing the best possible experience for our customers. We believe our customers are the key to our success and want to hear from you!
We understand that everyone has unique needs and requirements regarding their online store. That's why we're providing this page to allow you to request new Broadcast features that will make your experience even better. Whether it's a minor tweak or a major change, we want to hear your ideas.
To submit your feature request, please click the link below and fill out the form below with as much detail as possible. Let us know what you need, why it's important, and how it will help your business. We review all requests and use them to prioritize updates and improvements to Broadcast.
Thank you for choosing Broadcast and for sharing your feedback with us. We're excited to work together to make our theme even better!
Where to get additional help
Shopify Support
Shopify Support covers any platform questions or issues. For example, if you need assistance using the Shopify Admin tools like product setup or store settings.
Shopify Support also handles all Checkout support. Shopify provides 24/7 support to all its customers.
Checkout issues? Contact Shopify Support directly.
The checkout and theme are separate systems. Checkout is a function of Shopify and can’t be controlled by the theme.
App Support
For all app-related issues or questions, Shopify's policy requires app developers to ensure compatibility with themes in the Theme Store. It's best to reach out to each individual app developer when needing assistance with their app, functionality, or conflicts.
We can only support the code we write, the Broadcast theme. Integrations with apps are handled by app developers directly. Each app developer has a support system and can help you with issues regarding their app.
Shopify Experts
For any custom code requests or theme customizations, we recommend that you engage a Shopify Expert. Shopify Experts are advanced developers who provide many custom solutions for your store and also quick task-based solutions. They can provide full support for their work. Invisible Themes does not provide any custom coding services.
List of Shopify Experts with Broadcast knowledge
Unmade
We’ve partnered with an agency named Unmade who can assist with more advanced customizations and feature development. You can contact Unmade directly via this link.
Spell&Sell
Store Build or Redesign
Custom theme updates & customizations
Conversion Optimization & UX Audits
Technical SEO & Site Speed
Marketing Automation & Analytics
Lab 51
Digital Marketing
English and Spanish Experts
Business strategy guidance
Store build or redesign
Store migration
Store settings configuration
Theme customization
Voltage New Media
Site performance and speed
Store build or redesign
Store migration
Theme customizations, advanced features
Custom theme development
Troubleshooting
Store setup and design guidance
Marketing and sales guidance
And more
Red Plug Design
Store build or redesign
Store migration
Theme customizations and updates
Store setup and design guidance
And more
StoreTasker
Wide range of services including theme customizations and design experts.
Connects you with developers and designers for small and large projects
Exhibea
Shopify Plus design and build
Shopify Plus migration
Store migration to the Shopify platform
Brand and Marketing services
And more
Sunbowl
SEO
Sales channel setup
Conversion rate optimization
Analytics and tracking
Store build or redesign
Store migration and theme updating
Product and collection setup
Theme customizations, advanced features
Custom visual elements
Store settings configuration
Custom apps and integrations
App installation
Custom domain setup
Custom commerce experience
Business strategy guidance
Marketing and sales guidance
Site performance and speed
Marketing and sales guidance
Shopify Plus, customizations and solutions
And more