Troubleshooting
What this section does
Section titled “What this section does”This page collects the issues merchants hit most often, with the fix for each.
Editing
Section titled “Editing”The Save button is greyed out
Section titled “The Save button is greyed out”There is nothing new to save. Make a change and it becomes available again.
My edits disappeared
Section titled “My edits disappeared”Check History in the editor’s left panel and restore a recent version or a named snapshot. If the page was rebuilt from a backup, see Backups.
I cannot edit the header or footer
Section titled “I cannot edit the header or footer”They belong to your theme. Edit them in Online Store → Themes → Customize in Shopify admin.
Editing is unavailable across the whole app
Section titled “Editing is unavailable across the whole app”A backup is being created or restored. A banner explains this. Editing resumes when the operation finishes.
Two people edited the same page and one set of changes is gone
Section titled “Two people edited the same page and one set of changes is gone”The most recent save wins. Coordinate who edits a page, and use named snapshots before shared editing sessions.
Publishing
Section titled “Publishing”Publish is disabled
Section titled “Publish is disabled”Either there are no unsaved changes, or a publish is already running.
Publishing said this page type is not supported
Section titled “Publishing said this page type is not supported”Only Regular pages publish directly to the storefront. Home, Product, Collection, Blog post, and Password pages are placed through the Shopify theme editor. See Publish to your store.
The live page does not show my latest edits
Section titled “The live page does not show my latest edits”Saving and publishing are separate steps. Open the page and select Publish.
The page is live but nobody can find it
Section titled “The page is live but nobody can find it”Publishing makes a page reachable, not discoverable. Add it to a menu in Online Store → Navigation, or link to it from your other pages.
The URL is wrong
Section titled “The URL is wrong”The storefront handle is set the first time a Regular page is published and does not change when you rename the page. Publish a new page with the right title and set up a redirect in Shopify admin for the old URL.
Appearance
Section titled “Appearance”My page looks unstyled or uses the wrong colors
Section titled “My page looks unstyled or uses the wrong colors”Check that a Design System style is saved and activated. If you just changed styles, allow a few minutes and reload with a clear cache.
One component ignores my Design System change
Section titled “One component ignores my Design System change”That component has a per-component override. Select it, open the Style tab in the inspector, and clear the overridden value.
The layout breaks on mobile
Section titled “The layout breaks on mobile”Switch the canvas to Mobile and check the component’s Style tab at the mobile breakpoint. Style values are set per breakpoint, so mobile can be adjusted without touching desktop.
My custom font is not showing
Section titled “My custom font is not showing”Check the font name is spelled exactly as the font provider lists it. Fonts that your store does not load may fall back to a default on the storefront even if they look correct in the editor.
Animations are not playing
Section titled “Animations are not playing”Components respect the visitor’s operating-system reduced-motion setting. If reduced motion is enabled on the device, motion is intentionally suppressed.
Content
Section titled “Content”A product or collection component looks empty
Section titled “A product or collection component looks empty”No products are selected, or the collection it points to has no published products. Open the component’s Content tab and pick the products or collection to show.
Blog posts are not appearing
Section titled “Blog posts are not appearing”The component lists your store’s Shopify blog articles. Confirm the blog has published articles and that the correct blog is selected.
A product I added to a collection is not on the page
Section titled “A product I added to a collection is not on the page”Components bound to live data reflect your catalog automatically. Check the product is published to the Online Store sales channel, then reload the page.
Analytics
Section titled “Analytics”Analytics shows no views
Section titled “Analytics shows no views”Views only come from published pages with real traffic. If your store is password-protected, most visitors never reach your pages.
The numbers differ from Shopify Analytics
Section titled “The numbers differ from Shopify Analytics”They measure different things. See Analytics.
Access and connections
Section titled “Access and connections”My AI assistant lost access
Section titled “My AI assistant lost access”Restoring a backup resets all assistant access. Reconnect from the AI Assistant page.
A subscription notice appeared
Section titled “A subscription notice appeared”Check your billing status in Settings → Billing in Shopify admin. See Billing and subscription.
Still stuck?
Section titled “Still stuck?”When you contact support, include:
- Your store’s
.myshopify.comdomain. - The page title and whether it is Draft or Published.
- What you expected and what happened instead.
- The browser and device where you saw it.
- A screenshot if the issue is visual.
Do not send passwords or account credentials — support never needs them.
Related guides
Section titled “Related guides”Need help?
Section titled “Need help?”If you still need help, contact support via the Contact page.