Contact support

Documentation scope: Guild 0.1.x pre-release builds. The exact public release version will be confirmed in the changelog before Theme Store publication.

Use the Guild support form for questions about built-in theme settings, documented Guild behavior, and suspected theme bugs. The form is linked from the Guild documentation site and the Shopify Theme Store listing once the public support setup is live.

Using the Guild AI context file is optional. It can help with setup questions, but it is not required before contacting support and it does not replace a human support response. Support requests receive an initial human response within two business days; this is not a guaranteed resolution time.

Choose the right support path

Issue	Best first route
A Guild setting, section, template, or built-in behavior	Guild documentation or Guild support. Use the docs first when you want the fastest self-service answer.
Checkout, payments, shipping, taxes, customer accounts, Shopify Admin, or another Shopify platform feature	Shopify Help Center. If it is unclear whether Guild is involved, Guild support can help identify the likely owner.
A third-party app, app block, app embed, or app-specific styling	The app developer is usually the right owner. Guild support can help isolate whether the same problem reproduces without the app.
Custom HTML, Custom Liquid, edited theme files, external scripts, or code added by another developer	The code author or a Shopify Partner is usually the right owner for the modification. Guild support still covers unrelated built-in Guild behavior.
Missing product, collection, menu, policy, metafield, recommendation, or other store data	Shopify Admin or the relevant Shopify app/configuration first. Contact Guild support if valid supported data still does not render correctly.

Optional checks that can speed up diagnosis

If you want to self-diagnose first, use the most relevant guide:

• Getting started
• Theme editor workflow
• Theme settings
• Sections
• Templates
• Troubleshooting
• FAQ
• Updating Guild
• Support policy

For a suspected bug, testing an unpublished duplicate of Guild without recent app or custom-code changes can identify the owner quickly when practical. It is optional before opening a ticket. If you already tested it, include the result; if not, support can ask for that comparison when it is useful.

Prepare these details

Prepare only the information needed to understand and reproduce the issue:

• First and last name.
• Email address.
• Store URL, for example https://storename.myshopify.com.
• Guild version.
• One issue category: setup/finding a Guild setting, suspected Guild bug, problem after a Guild update, app or custom-code compatibility, missing Shopify content/data, or feature request/other.
• Description of what you are trying to do and what happened.
• Affected page URL or template when the issue is page-specific.
• Steps to reproduce, expected behavior, actual behavior, and recent app/custom-code/theme-update changes when reporting a suspected bug or update regression.
• Browser and device when the issue depends on mobile, popup, cart, visual, browser, or an in-app browser.
• Screenshots or a short screen recording when they materially help.

You do not need to provide a phone number, budget, project type, revenue-lost estimate, password, collaborator code, customer/order export, or full theme ZIP by default.

Do not send passwords, private keys, payment data, full customer records, full order exports, unnecessary personal data, or broad admin credentials. Blur or remove customer, order, email, address, payment, and personal information from screenshots and recordings unless it is necessary to understand the theme behavior. If access is required, support will request it through an approved Shopify access workflow rather than asking for a password.

After submitting the form, you should receive an automatic confirmation that the request was received. Where the support system provides one, keep the ticket/reference number for follow-up. The confirmation should distinguish the initial human-response window from final resolution and explain how to request removal of sensitive information sent by mistake.

Copyable support request template

Use only the fields that apply to your issue. A setup question usually needs far less diagnostic detail than a suspected bug or update regression.

Store URL:
Guild version:
Affected page or template:
Browser and device:
Issue type:

What I was trying to do:

What happened:

What I expected:

Steps to reproduce:
1.
2.
3.

Recent changes:
- Theme update:
- Apps or app embeds:
- Custom HTML, Custom Liquid, or edited theme files:

Does it also happen in an unpublished, unmodified copy of Guild?

Screenshots or recording attached:

Remove or blur customer, order, payment, email, address, and personal information before attaching evidence.

Critical bug reports

If an issue appears to materially block shopping, navigation, product forms, cart updates, checkout handoff, or a major storefront rendering path, describe it as a critical bug in the subject or first sentence. Critical reports are prioritized immediately for triage. Include the affected URL, Guild version, recent changes, exact reproduction steps, expected behavior, actual behavior, and a screenshot or short recording.

Testing in an unmodified duplicate is useful when practical, but do not delay a critical report solely because that test is not currently possible. Once a critical issue is confirmed as a Guild defect, it is escalated immediately for remediation.

Response time

Support requests receive an initial human response within two business days. This is a first-response window, not a guaranteed resolution time. Complex reports may require follow-up questions, especially when the issue depends on apps, custom code, or store data that support cannot see from the first message.

Support scope

Guild support covers built-in theme settings, documented theme features, expected theme behavior, and suspected bugs in unmodified theme behavior.

Custom code, custom design work, third-party app setup, store setup, product or content entry, Shopify platform configuration, and debugging changes made by merchants or external developers are outside standard theme support. See the Guild support policy for the complete boundary.