Support for this theme is available during normal office hours Mon-Fri (GMT). We observe US & UK bank holidays and other national holidays due to our international workforce.
All technical support requests relating to your theme are to be submitted through our dedicated ticket system in the English language only please.
When you purchase RankHigherTheme® Quantum, we will provide you with support for this theme design, and this theme design only. If you are making your own changes and own customizations then we will do our best to point you in the right direction, but we will not be responsible for these changes.
All support requests are dealt with on a first-come, first-serve basis unless you have a monthly retainer and or a priority support package with us (more details about these services can be found in your Private Membership Area), and then your ticket will jump to the priority list – again on a first come first serve basis.
We will aim to answer your support query as soon as possible (typically within 1 – 2 working days) but response times may vary.
Once you have submitted a support ticket, you do not need to follow this up with a second email, doing so will put your ticket to the back of the queue as we use the latest timestamp for order of priority.
Once your ticket has been submitted – you will receive an email confirmation with a link to your ticket.
When submitting a support ticket – you must include the following information:
- Theme Version Identity
- Valid Theme Order Number/Client ID (provided upon purchase – order number from the Shopify email you received when you downloaded your theme)
- Date of Purchase
- Full Technical Issue Details (videos and screenshots where possible)
- Myshopify URL in case we need to request collaborator access
- Shopify Collaborator Access Code (if activated on your store)
Permitted Support Requests:
- General questions about the theme’s functionality if it is not included in our online support documentation
- Any theme glitches as a result of broken code or bugs
- Questions related to issues with online training docs and videos
- How To’s if it is not in our theme documentation.
You must read and search the documentation before submitting a request.
We will direct you a relevant document in our theme docs if we already have the answer for you.
PLEASE NOTE: when you install our theme, you must create at least 2 copies. 1 as a complete, fresh, clean back-up with no code other than ours and 1 for testing.
Most technical issues are a result of 3rd party app installations. If everything works in our theme with no apps, customizations or additional code, then your issue is as a result of customizations or apps you have installed. We are not responsible for fixing these issues.
If you believe your issues are as a result of broken code, then please let us know and we’ll be delighted to fix them for you.
Non-permitted Support Enquiries:
- General questions about the Shopify platform – you can access Shopify Support Center here: https://help.shopify.com/
- Errors relating to customizations you have made or apps you have installed that has broken our functionality but we will try and help
- Transferring previously developed code to your new theme
- Asking us to add new apps or customizations that have not been developed by us
- Unlimited support questions – we have the right to refuse excessive support requests
- Support for outdated theme versions – you must keep your themes up to date with the latest versions. You will receive an automated email every time we update your theme. We are not responsible for updating this for you although we provide full instructions and you can order a Theme Installation Service from us from your Private Membership Area.
Harassment and Customer Code of Conduct Policy
We reserve the right to restrict and remove support based on what we deem to be inappropriate or harassing behavior. We will not tolerate:
- Abusive, racist, sexist, discriminatory or threatening behavior
- Inappropriate or foul language
- Threats or disparaging comments directed to our staff or contractors
We will do our best to get you up and running with your new theme as soon as possible after purchase, thank you.
