Fluorescent
Spark
Spark
  • Spark Help Center
    • Start using Spark
      • Migrate your theme
      • Theme licenses
    • FAQs
    • Changelog
  • General
    • Editing themes
      • Adding sections
      • Using templates
      • Accessibility
      • Customizing your site
      • H1 headings tags
      • SEO for Shopify themes
      • Online store speed
    • Image guide
      • Web ready photography
      • Image sizes
      • File formats
      • Theme image settings
    • Adapting theme content
      • Edit default theme content
      • Multiple languages
      • Dynamic content with metafields
      • Unique content for markets
    • Update your theme
      • Upgrade to OS2
  • Theme styles
    • Theme settings
    • Style presets
    • Fonts
    • Colors
    • Animation
    • Buttons
  • Pages
    • Templates
      • About page
      • Blogs page
      • Blog posts template
      • Collections list page
      • Contact page
      • FAQ page
      • Lookbook page
      • Password page
      • Search page
      • 404 page
      • Home page
    • Sections
      • Blog posts
      • Collection list
      • Countdown banner
      • Events
      • Featured collection
      • Featured collection row
      • Featured product
      • Image with features
      • Image with text
      • Inline features
      • Logo list
      • Map
      • Mosaic grid
      • Newsletter
      • Questions and answers
      • Quotes
      • Rich text
      • Shoppable feature
      • Shoppable image
      • Slideshow
      • Social proof
      • Testimonials
      • Text columns with images
      • Video
      • Video hero
    • Popups
  • Header
    • Header
      • Logo
      • Layout and style
      • Transparent header
      • Customer account link
    • Announcement bar
    • Quick search
  • Footer
    • Footer
      • Links block
      • Newsletter block
      • Text and image block
      • Payment icons
      • Language selector
      • Country selector
      • Social media icons
      • Footer text
  • Products
    • Product listings
    • Hover add-to-cart
  • Cart
    • Cart page
    • Fly-out cart
  • Product pages
    • Product template
      • Pre-order template
      • Alternate product template
    • Layout and style
      • Breadcrumbs
      • Navigation buttons
      • Media gallery
      • Quick purchase bar
      • Gift recipient form
    • Product overview blocks
      • Default blocks
        • Title
        • Price
        • Description
        • Variant selector
        • Quantity selector
        • Buy buttons
        • Local pickup banner
        • Share icons
      • Accordion block
      • Complementary products
      • Custom text field
      • Information popup
      • Payment accordion
      • Security accordion
      • Shipping accordion
      • Stock level indicator
      • Text block
      • App blocks
    • Product page sections
      • Product reviews
      • Recommended products
    • Variant options
      • Variant chips
      • Variant swatches
        • Use default colors
        • Use custom colors
        • Use custom images
        • Show on product cards
        • Dynamic option availability
      • Sibling product swatches
  • Collection pages
    • Collection template
    • Banner
    • Product grid
    • Filters and sorting
  • Support
    • Support policy
    • Shopify vs Theme issues
    • Store access requests
  • For developers
    • Custom CSS
    • Custom fonts
    • Custom Liquid
    • Custom JavaScript events
    • Edit Theme JavaScript
Powered by GitBook
On this page
  • Theme Updates
  • Bug Fixes
  • Apps

Was this helpful?

  1. Support

Support policy

We're happy to provide bug fixes and answers to questions arising from general use of the theme. We cannot provide support for integrations with third party apps or any problems that might arise from using third party apps.

What we cover

✓ A friendly team of Canada-based experts.

✓ Questions about general theme functionality.

✓ Assistance with setting up a theme’s built-in features.

✓ Bug fixes for issues arising from unmodified use of the theme

✓ Free updates to your theme version.

What we don’t cover

Ⓧ Issues related to the Shopify admin (such as Product and Collection setup, Shipping and Delivery, Payments, etc). These questions should be directed to http://help.shopify.com/ who are best suited to assist you.

Ⓧ Troubleshooting issues related to theme modifications.

Ⓧ Support for integrations or third-party apps. Please contact the app developer directly for assistance, as it is their responsibility to help install their application and code into a theme.

Ⓧ Support via telephone or video chat.

Ⓧ Installation of theme updates (we’re happy to walk you through it, though).

Ⓧ Transferring customizations to a new version of the theme.

Ⓧ Support for conversion rate optimization, page speed, and third party analytics or tracking code (such as Google Tag Manager or Facebook Pixel).

Limitations

⚠ All theme purchases include lifetime support! The level of support we can offer, however, is limited for versions that are more than a year old, and very limited for vintage versions of themes (pre-OS2). Upgrading to the latest version is always recommended and may be required in order for us to provide technical support.

⚠ Sending multiple tickets for the same issue will result in your ticket being moved to the bottom of the queue, which could result in a delayed response. Please send only one ticket and follow up with our team if you haven’t received a response within 2 business days.

⚠ Support is provided in English, however if a ticket is submitted in another language we will attempt to use a translation tool to respond.

⚠ Inappropriate or discriminatory language will result a termination of support services.

Theme Updates

You can update your theme version through the Theme Store as long as you or an installed app haven't made any code changes to your theme. If you’ve made changes to your theme through code changes or apps, please see our Help Centre for instructions on how to update your theme version manually.

Bug Fixes

We are committed to fixing theme bugs as quickly as possible. Our team will provide you with a fix where possible, and a proper solution will be provided in order of priority and according to our development schedule. Please refer to the Changelog for your specific theme (available in our Help Centre) to see when an update is available.

Apps

Due to both the complexity and sheer volume of third-party apps available, we cannot guarantee compatibility of all apps with our themes. The app developer should be your first point of contact if you’re experiencing issues with functionality, as they will be most familiar with how the code that controls the app works.

We also advise using caution when installing apps into your store. Many apps will inject code into your theme that may remain even if you’ve deleted the app from your store, which could cause future compatibility issues. If you’re experiencing issues with app code in your theme, you’ll need to speak with a developer who can fix this for you.


Related links

Last updated 8 months ago

Was this helpful?

Ⓧ Customizations to the design or code of your theme. We recommend hiring a for any customizations to the default theme.

Ⓧ Issues related to search engine optimization. All Fluorescent themes are built using Shopify-approved best practices and we are unable to provide specific guidance outside of .

⚠ When you buy a theme from the Shopify Theme Store, that theme is licensed only to the store that you originally buy it for. Please also note that per Shopify’s , unlicensed themes aren’t eligible for support or updates when new features are released.

⚠ If you want to transfer a theme license to another store, please contact billing department for assistance.

Message us

Shopify vs. Theme issues
Store access requests
Updating your theme
Fluorescent partner
Shopify's recommendations ↗
Terms of Service
Shopify Support's ↗