Firefly Theme Support – Firefly Sky Help Center

Use this form for help with Firefly theme settings, documented features, storefront behavior, and reproducible theme bugs. Support is monitored Monday through Friday, 09:00–18:00 China Standard Time (UTC+8), excluding public holidays, and we reply within two business days.

Security reminder: never submit passwords, payment details, Shopify session tokens, API keys, collaborator codes, private customer data, or database exports.

Before you contact support

Confirm the issue in the latest Firefly version.
Check whether the issue also occurs on an unmodified duplicate of the theme.
Note the exact page URL, template, browser, device, and steps that reproduce the problem.
Temporarily disable unrelated app embeds only when doing so is safe for your test theme.
Capture a privacy-safe screenshot if it clearly shows the issue.

Contact Firefly Theme support

Complete the form below. Required fields are marked by the form. You will receive an automatic confirmation after a successful submission.

If a critical Firefly bug prevents customers from browsing, adding products to the cart, or reaching checkout, select Theme bug and begin the “Actual behavior” field with CRITICAL. Critical theme bugs are escalated for immediate investigation.

First and last name (required)

Email address (required)

Store URL (required)

Theme name (required)

Firefly version (required)

Issue type (required)

Affected storefront page

Browser and device (required)

Approximate occurrence time and store time zone

Steps to reproduce (required)

Expected behavior (required)

Actual behavior or visible error (required)

Screenshot or supporting file (optional; JPG, PNG, WebP, GIF, or PDF; maximum 8 MB)

Spam check (required): What is two plus three?
What is two plus three?

I confirm that this request does not contain passwords, payment details, access tokens, collaborator codes, private customer data, or other sensitive information.

What theme support covers

Questions about documented Firefly features and settings.
Reproducible bugs in the current unmodified Firefly theme.
Supported-browser storefront behavior.
Guidance for installing and updating Firefly.

What is outside standard theme support

Custom development, custom designs, or bespoke integrations.
Third-party app bugs or app-generated storefront code.
Catalog entry, store operations, SEO services, or business consulting.
Issues caused by modified theme code unless a separate paid engagement is agreed.

For general Firefly Sky product, billing, privacy, or security questions, use the unified Firefly Sky contact page. Review the Firefly Theme documentation for setup instructions and frequently asked questions, and read the Privacy Policy before submitting personal information.