Support
Support for Balm is included with the theme, for as long as you use it. This page explains what we help with, how fast we reply and how to reach us.
#Contact us
Use the support form on this page.
The form asks for:
| Field | Why |
|---|---|
| First and last name | So we know who we're talking to |
| Where we send our reply | |
| Store URL | Your store's address, for example https://your-store.myshopify.com, so we can see the problem |
| Describe the problem | What you expected, what happened instead, and the page where it happens |
| Screenshots or files | Optional. Up to 3 files, 4 MB in total. A screenshot or short screen recording often saves a round of questions; for a longer recording, paste a link in the description. |
You get an automatic email as soon as you send the form, with your request number. If it doesn't arrive, check your spam folder.
Never send us a password. If we need to look at your store admin, we'll send a collaborator request from our Shopify Partner account, which you approve in Settings > Users and permissions, and which you can remove at any time.
Before you write, the FAQ and Getting started answer the most common questions.
Contact Balm support
We reply within two business days
#Response time
We reply to every request within two business days, and usually sooner. Business days are Monday to Friday, except public holidays. Support is in English.
#What support includes
- Questions about Balm: its settings, sections and blocks, ritual data, filters and recommendations, how Balm works with Shopify features such as markets, languages, gift cards and pickup, and what changed in a release.
- Bug fixes: if something in Balm's own code doesn't work as these pages describe (a broken layout, a dead link, a feature that misbehaves), we confirm it, tell you what to expect, and fix it in a theme update. A problem that stops customers from browsing, adding to the cart or checking out is fixed immediately.
#What support doesn't include
- Custom code, design changes or new features for your store (Custom code).
- Setting up, integrating or fixing third-party apps. Contact the app's developer.
- Store setup and content entry, such as adding products or writing copy.
- Moving code customizations into an updated version of the theme.
- Problems caused by code that you or another developer added. We may ask you to check whether the problem also happens on a fresh copy of Balm.
We don't sell these as paid extras with the theme. For them, we recommend a developer from the Shopify Partner directory.
#Versions
We support the latest version of Balm. If you're on an older version, we may ask you to update first, because the problem may already be fixed. Each release's notes list what changed.
#Your information
We use what you send us only to answer your request, and we delete attachments when the request is closed.
These pages describe Balm 1.0.0 and are updated with every release. See the release notes for what changed.