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by Michael P. Hill November 17, 2015

One of the great things about Out of the Sandbox is that your theme purchase comes with some of the best Shopify theme support in the business.

The Out of the Sandbox team works tirelessly to answer all your questions via email — and this is a huge advantage of opting for these themes over less expensive ones, which often don't include much support, if any.

One way you can make the support experience better for everyone is by providing the Out of the Sandbox support team with as much information and details as possible. This will help make it easier to diagnose and solve your problem in less time.

Here are some tips on how you can help to make your support experience as pleasant and efficient as possible.

Check the support site

Before emailing support, it’s always a good idea to check our support website to see if your question has already been answered. Over the years we’ve amassed a large library of commonly asked questions for each theme, and also created many how-to documents, which can all be found by searching the support site.

In many cases you’ll be able to find the answer to your question right away, so it’s always a good idea to do a quick search before emailing support (though we’re always happy to hear from you!).

Another great resource is the Shopify Documentation. Shopify does an incredible job organizing and presenting information on everything from basic product setup to more advanced customizations, so this is another great place to start for fast resolutions to problems.

Site address and storefront password

One of the most important pieces of information you can provide us with is your shop URL. If your store isn’t live yet, you can still provide us with the “myshopify.com” address. And, if you’ve set up a storefront password on your site, please provide that as well. If you can’t remember what the password is, or aren’t sure if you set one up, visit Settings > Online Store and scroll to the bottom.

Shopify storefront password

Please note that your storefront password is typically different from your backend admin login, so be sure to double check you're sending the correct one.

Theme name

It’s also helpful to let us know what theme you’re using. Because each Out of the Sandbox Shopify theme is unique, the solution to your problem may vary greatly depending on what theme you’re using. If you also know which version you’re using, please provide that info as well.

Direct links

If you’re encountering an error or issue on a specific page or pages, it’s very helpful if you can provide a direct link to the page so that we can see this issue in action. If your storefront is password protected as discussed above, be sure to include the password as well.

Also, if you’re working off of an existing article or how-to guide, it’s helpful to include a link to that too so we can verify the steps you’ve taken.

Screenshots

Screenshots can also be a huge help in trying to diagnose and solve your problem since it makes it easier to point out the exact issues you’re having. There are some free browser extensions, such as Awesome Screenshot (link), that you can add to your browser to easily capture a Web page and annotate it with text, arrows, circles and more to make it even easier to point out the issues you’re experiencing.

Examples

If you’re trying to accomplish a look that’s similar to something you’ve seen on another site, it’s always helpful if you can send along a link or screenshot of the example. This is a great way to make sure everyone is on the same page.

Backend access

Finally, one way to proactively make it even easier to process your request is to invite the Out of the Sandbox team to have staff access to your Shopify store. To do this, simply follow the instructions here, using the email address support@outofthesandbox.com. For the staff member name, use “Out of the Sandbox” as a first name and “Support” as a last name or, if you’ve already been working with a specific agent, use his or her name. If you don’t remember the team member's first or last name, just enter what you remember and “Out of the Sandbox” as a placeholder.

Of course, providing us with backend access is completely optional and if you don’t feel comfortable doing it, that’s fine. Keep in mind, however, that without backend access, you may need to do some of the modifications we recommend by yourself.

You can always remove and limit our access once we’ve been able to solve your problem, though keeping the account active can be useful in the future if you have other questions.

Other issues

If your question involves Shopify functionality (such as how to add products, adjust shipping rates or working with inventory or variants), it’s best to reach out to Shopify Support first. Likewise, if you’re having an issue with integrating a third-party or Shopify app, try contacting the app developer first.

Details

Finally, it’s worth noting that the more details and specifics you provide, the easier it will be for us to solve your problem correctly and promptly. In general, it’s better to err on the side of giving us too much information, rather than omitting something essential.

Michael P. Hill
Michael P. Hill

Michael P. Hill is a Shopify, Shopify theme, content marketing, digital marketing and product management expert based in Chicago. Follow him on Twitter at @michaelphill or connect on LinkedIn.


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