Sartelle / Help
Troubleshooting
Diagnose common setup issues before opening a support request.
6 min read01 / Templates
The preview opens a 404 page
Confirm that templates/index.json exists in the uploaded theme and that the preview URL points to the shop root rather than a deleted page handle. Upload the ZIP contents at the theme root, not a parent folder containing the theme.
- Open the theme from Online Store → Themes → Preview.
- Check that the ZIP directly contains assets, config, layout, locales, sections, snippets and templates.
- Do not use a page-specific preview URL as the theme homepage link.
03 / Collection
Filters or Vendor search are not visible
Create the filter in Shopify Search & Discovery, confirm it is available for the current collection, then enable filtering in the Collection section. Add Vendor, Brand or Designer to the searchable-filter setting when value search is required.
04 / Product
Pickup, variants or back in stock look empty
- Pickup appears only when the selected variant is stocked at an eligible pickup location.
- Explicit-selection mode intentionally leaves size unselected until the customer chooses it.
- Back in stock appears only for unavailable variants and requires its block to be present.
- Customer accounts remain hidden when disabled in Shopify settings.
05 / Support
Prepare a useful support request
Include the permanent .myshopify.com URL, theme version, affected page URL, exact reproduction steps, expected result and a screenshot or short recording. Never send passwords or API keys.