Support, Compatibility, and Support Boundaries

Firefly Theme support helps merchants configure documented theme features and investigate reproducible theme defects. A complete request makes it possible to distinguish theme behavior from Shopify data, store configuration, custom code, and third-party apps.

Before opening a request

1. Reproduce the issue in an unpublished Firefly copy.
2. Read the relevant guide and the FAQ and Troubleshooting checklist.
3. Check whether the same behavior occurs after disabling relevant custom Liquid, custom CSS, or app output in the unpublished copy.
4. Keep the live theme and its unsaved or unpublished work intact.

Standard Theme support covers

• Firefly installation and update guidance.
• Documented Theme editor settings.
• Reproducible defects in Firefly’s Liquid, CSS, or JavaScript.
• Current documented templates, sections, blocks, and responsive behavior.
• Investigation of storefront accessibility or browser behavior attributable to unmodified Firefly code.
• Guidance locating the Shopify product, collection, market, language, filter, account, or location data required by a documented theme feature.

Outside standard Theme support

• Bespoke design, content production, or custom feature development.
• Third-party app code, app-hosted interfaces, app data, or app billing.
• Shopify-hosted Checkout or new customer account layout customization.
• Catalog migration, product data entry, collection organization, or translation services.
• Domain, DNS, email delivery, tax, shipping-rate, payment-provider, or legal-policy configuration.
• Creating or substantiating merchant claims, campaign terms, delivery estimates, testimonials, reviews, comparison data, or permissions.
• Defects introduced by edited theme code, unsupported integrations, or copied third-party snippets.
• A guarantee that every app, browser version, device, or custom storefront modification will be compatible.

Support may still help identify where a problem originates. Resolution of an app, Shopify service, payment, shipping, domain, or custom-development issue may require the responsible provider or a qualified developer.

What to include

Prepare the following details before submitting the support form:

• Name and reply email
• Shopify store URL
• Theme name and the version shown under Theme information
• Affected storefront page or unpublished preview URL
• Short problem summary
• Exact steps to reproduce
• Expected result
• Actual result and any visible error
• Browser, operating system, device, viewport, and zoom
• Relevant product/variant, collection, market, language, customer, or cart conditions
• Relevant app embeds, app blocks, custom Liquid, custom CSS, and theme code edits
• A screenshot or short recording with sensitive customer information removed

Do not send customer passwords, payment data, private app credentials, API tokens, or other secrets through the support form. If store access is later required, use Shopify’s supported collaborator or staff-access process and grant only the permissions needed for the investigation.

Compatibility context

Shopify platform data

Filters, ratings, selling plans, quantity rules, volume pricing, pickup availability, recommendations, markets, languages, customer accounts, gift cards, fulfillment links, discounts, and payment methods appear only when Shopify or the responsible app supplies valid data.

Checkout and new customer accounts

Shopify hosts Checkout and new customer account pages. Firefly can prepare storefront selections and link customers into those systems, but it does not control their complete layout or service behavior.

Apps and custom code

Firefly supports Shopify app blocks and app embeds as extension points. Each app remains responsible for its own output. Theme updates cannot automatically merge every hand-edited Liquid, CSS, JavaScript, or third-party snippet.

Browsers and devices

When reporting a browser issue, use a current release where possible and identify the exact version. Browser autoplay, clipboard, native share, privacy/storage, and accessibility behavior can vary. A reproducible test on an unmodified theme copy is the most useful compatibility evidence.

Support for Firefly apps

This documentation and support scope concern the Firefly Theme. Firefly Sky SEO Suite and Firefly Sky SEO AI Blog have separate documentation and app-specific support context. Include the correct product name so the request reaches the appropriate workflow.

Submit a request

Use the Firefly Theme support form. Submit one reproducible issue per request when possible, and keep the preview theme available until the investigation is complete.