Like all third-party theme developers, we are unable to provide coding customizations as per Shopify's official guidelines.
Answer: When your theme's appearance or functionality unexpectedly changes, this signals that something has changed within your theme's code.
When code is altered on your theme, our support team at Eight unfortunately cannot view these changes. However, we can offer some guidance below that may aid your investigation or may help prevent future issues.
Older apps are more likely to cause theme issues
If custom changes have been ruled out as the cause, we suggest investigating whether your theme has been affected by app integration.
The following guidance is applicable to older Shopify Apps only. Modern apps utilize the newer App block system, which doesn’t make coding alterations to the theme.
- Understanding the app installation process
- What happens when you uninstall an app
- Fixing issues caused by apps
- Contacting the app developer
- Using your backup theme
Installing older apps - what happens?
Apps are designed to work with themes, and not the other way around.
This means that when you install an app from the Shopify app store, it integrates itself into your theme by either adding, removing, or amending code.
If a theme is like a house, installing an app onto your theme is like adding a new feature to that house.
Installing older apps therefore alters the code where the app meets the theme, like knocking down a wall to build an extension.
Uninstalling older apps - what happens?
Uninstalling an app within your Shopify admin is the first step towards removing the app's code from your theme.
However, while uninstalling an app on your Apps dashboard removes the app, it does not necessarily replace the original code on the theme.
Uninstalling an app can leave residual changes to a theme's code which can affect its appearance and functionality - similar to how simply removing the extension of a house may still leave a hole in the wall.
Fixing issues caused by apps
Although the team at Eight would love to be able to dive into any app-related issues you are facing with your theme, we don't have the means to see, diagnose, or address issues caused by third-party apps.
We want the best outcome for all merchants using our theme, and this is why we follow Shopify's guidance on app support.
Regarding third-party app support, Shopify states that:
'Most Shopify apps are built by third-party developers, not by Shopify. If you need help with an app or sales channel that was built by a third-party developer, then contact the developer directly.'
To read Shopify's full guide on Getting help with third-party apps, click here.
Contacting the app developer
Every app is different in the way it operates on a coding level. Therefore, as per Shopify's guidelines, we will always direct you to the app developer to amend any changes to your theme following app integration.
Theme issues caused by app integrations must be addressed by the app developer, in the same way that the builders of a house extension would fix any problems caused by its removal - rather than the team who sold the house.
Once you have spoken with the app developers, we will always be happy to assist with any technical information you need about the theme itself to get any issues resolved.
Using your backup theme
Due to the far-reaching and potentially compromising nature of altering theme code files, Shopify recommends duplicating your theme to create a backup copy before adding apps. This would allow you to start again if you need to. To create a backup:
Step 1: Within your Shopify admin, go to Online Store > Themes.
Step 2: Next to your theme, click the button that displays three dots then click Duplicate.