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:

Contact our theme support >

• 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• When using a draft theme (an unpublished theme), please include a Share Preview link.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

Please 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:

https://experts.shopify.com/services/expert-guidance/guidance-for-improving-your-site-performance-and-speed

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!

Submit your feature request >

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.

Contact Shopify Support >

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.

• Site performance and speed >

• SEO, Analytics and tracking, Conversion rate optimization >

• Email Marketing, Social Media Marketing >

• Store setup, Product setup >

• Development and troubleshooting >

• Theme customization >

• Visual content and branding >

• Sales tax >

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

Spell&Sell >

Lab 51

• Digital Marketing

• English and Spanish Experts

• Business strategy guidance

• Store build or redesign

• Store migration

• Store settings configuration

• Theme customization

Lab 51 >

Pixel Supply

• Store build or redesign

• Store setup and design guidance

• And more

Pixel Supply >

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

Voltage New Media >

Red Plug Design

• Store build or redesign

• Store migration

• Theme customizations and updates

• Store setup and design guidance

• And more

Red Plug Design >

Presidio Creative

• Shopify Plus customers - Customizations and commerce solutions

Presidio Creative >

StoreTasker

Wide range of services including theme customizations and design experts.

• Connects you with developers and designers for small and large projects

Full details, StoreTasker >

Exhibea

• Shopify Plus design and build

• Shopify Plus migration

• Store migration to the Shopify platform

• Brand and Marketing services

• And more

Exhibea >

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

Sunbowl Systems >

Blackbelt Commerce

• Search engine advertising and SEO

• Store build or redesign

• Store Migration

• Theme customizations and updates

• Store setup and design guidance

• And more

Blackbelt Commerce >