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Send a support request

Your myshopify.com address or your domain. A link to the page that shows the problem helps.

What you did, what you expected, what happened instead, and on which device and browser.

One file: PNG, JPEG, WebP, GIF, PDF, up to 4 MB.

What support covers

Included with the theme.

  • Bugs in the theme. Something in Helm does not work as this documentation describes: a block that does not render, a setting with no effect, a layout that breaks on a device or a browser.
  • Questions about using Helm. How to set up a section, a block, a template or a theme setting that the documentation describes.

What support does not cover

No service is included in the price of the theme.

  • Customizations. Code changes, new sections or blocks, design work, and fixes to code that you or someone else edited.
  • Services. Store setup, migration from another theme, content entry, app installation or configuration, SEO or marketing work.
  • Third-party apps. How an app behaves inside its own block: its developer supports it.

Response times

Business days, counted from your request.

  • First answer. Within 2 business days.
  • Critical bugs first. A bug that stops customers from buying, or makes a page unusable, is fixed before other requests are handled.
  • Other requests. Answered in the order they arrive.

What happens after you send

Three steps, the same as for every message to BoostEcom.

  1. Saved and sent to the team

    Your request is saved as a support thread, and the team is notified at contact@boostecom.app.

  2. A confirmation by email

    An automatic email confirms that your request arrived. Reply to it to add details: your reply joins the same thread.

  3. An answer from a person

    Someone at BoostEcom answers by email, on the same thread.

Attached files are deleted automatically after 90 days.

Before you write

  • Check the documentation: most setup questions are answered there.
  • List the steps that reproduce the problem.
  • Give the URL of the page, and the device and browser you used.
  • Attach a screenshot of what you see.

Open the documentation

Questions people ask

Is support included with the theme?
Yes: answers about using Helm and fixes for its bugs. Customizations and services are not part of the price of the theme.
Can you customize my theme?
No. Support covers the theme as published. For changes of your own, work with a Shopify developer, or use the Custom Liquid section and block.
Which languages can I write in?
Any of the 6 languages of this site, and we reply in yours. English and French get the quickest answers.
What can I attach?
One file of up to 4 MB, in one of these formats: PNG, JPEG, WebP, GIF, PDF.
How do I add information later?
Reply to the confirmation email: your reply joins the same thread.
The confirmation email did not arrive. Was my request received?
Check your spam folder first. Your request is saved even when the confirmation does not arrive, because confirmations to one address are limited per hour.

Look it up first

Installation, presets, blocks, settings and SEO are documented there, block by block.

Read the documentation