Troubleshoot store issues: first steps
Find out whether a problem on your store comes from the theme, an app, custom code or a Shopify setting, before you contact Krown support.
Applies to: All Krown themes. Last checked: 2026-10-13.
When something on your store does not work, first find out where it comes from: the theme itself, a code edit, an app, or a Shopify setting. These checks take a few minutes and often show the cause.
Find the cause of a problem
Test a fresh copy of your theme
Add the latest version of your theme from the Shopify Theme Store to your theme library, while logged in to your store, and preview the same page. If the problem does not happen there, it comes from a code edit or an app in your copy.
Test a Shopify free theme
Preview the page with a Shopify free theme such as Horizon or Dawn. If the problem is still there, it does not come from the theme but from a Shopify setting or an app.
Compare with the demo store
Open the same page or section in your theme's demo store on the Shopify Theme Store to see how it works in the original theme.
Turn off apps one at a time
In the theme editor, turn off app embeds (App embeds in the left sidebar) and remove app blocks, one app at a time, and reload the page. You do not need to uninstall the apps. If the problem goes away, the last app you turned off causes it.
Roll back code edits
If you or a developer edited theme files, restore the original code of the file you suspect: in the code editor, open the file's Timeline and restore an older version. See Edit the theme code.
Test other browsers and devices
Some problems happen only in one browser or on one device. Test in another browser and on a phone.
Keep your theme up to date
Many problems are already fixed in a newer version of your theme. Update regularly, see Update your Shopify theme. If you have code edits, Theme Updater Plus can carry them over (not for Seventh yet).
Krown themes are built to work with Shopify's default setup and without major code changes. Problems caused by code edits, by a developer or by an app are not theme support: see Custom work.
What do I send to Krown support?
Send these, so support can check the problem quickly:
- Your store URL, or a preview link of the theme (see Share a theme preview or storefront password).
- The page where it happens, and the steps to see the problem.
- What you already tested from the list above, and the result.
- Your storefront password, if your store is password protected.
- Your collaborator code, if support needs to look at your settings.
Contact Krown support at contact.krownthemes.com.
Related pages
- Share a theme preview or storefront password: give Krown support access to an unpublished theme.
- Custom work: problems caused by code changes.
- Update your Shopify theme: move to the latest version.
Cookie banner apps for GDPR compliance
When the theme's cookie popup or Shopify's banner is not enough for GDPR, CCPA or Google Consent Mode, use a consent app such as Consentmo.
Shopify related FAQ
Answers to questions about things Shopify controls, not the theme: checkout, filters, currency format, default texts, theme licences and refunds.