Update safely. Diagnose from a clean state.

Update workflow

Preserve a known-good route back.

1. Record the current theme version and duplicate the live theme.
2. Read the release notes.
3. Install or add the Theme Store update as an unpublished copy.
4. Review all templates, global settings, menus, and app blocks.
5. Reapply custom code manually only after confirming compatibility.
6. Run the complete desktop and mobile customer journey.
7. Publish only after the new copy passes review.

Troubleshooting sequence

Reduce the problem before changing code.

1. Confirm the affected URL, template, and Citera version.
2. Reproduce the issue in a private browser window.
3. Test the latest supported release of a second major browser.
4. Compare desktop and mobile behavior.
5. Check whether the required Shopify data exists.
6. Reproduce on an unmodified duplicate with optional app embeds disabled when safe.
7. Record exact steps, expected result, and actual result.

Common causes

Theme, content, and app issues can look similar.

• A missing filter, pickup message, selling plan, or swatch can mean its Shopify data is not configured.
• Cropped product media can come from a fixed card ratio or the source image crop.
• An app block can fail independently of the theme and may require the app provider's support.
• Custom Liquid, CSS, or JavaScript can change a previously verified theme state.

Request support

Send a reproducible report.

Include the public or preview store URL, theme version, category, browser and device, exact reproduction steps, expected result, actual result, and one relevant screenshot when useful. Never submit credentials, payment data, orders, or customer personal data.

Review the support policy, then use the official support form.