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Most support time is spent asking for information that was not in the first message. Sending it up front is the single biggest thing you can do to get a fast answer.

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Run these checks first

They resolve a large share of issues on their own, and where they do not, the results tell support a great deal.
1

Reproduce it deliberately

Confirm it happens every time, or note the pattern when it does not.
2

Test in incognito

A private window with no extensions rules out cache and browser add-ons.
3

Test another device

Desktop and mobile behave differently. Knowing which one fails narrows the cause immediately.
4

Test a clean theme copy

Duplicate the theme, strip your custom code from the copy, and retest. This separates the product from your customizations.
5

Test with the suspect app disabled

In the unpublished copy only. See App conflicts.
Keep one clean, unmodified copy of Elixir in your Theme Library permanently. It is the fastest way to tell whether an issue comes from configuration, an app, your custom code, or the theme itself.

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What to include

The last row matters more than it looks. “The spacing is slightly off on one collection page” and “no customer can check out” get very different responses, and support cannot tell which one you have from a screenshot.

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Getting a screenshot that helps

  • Capture the whole browser window, not a tight crop. The URL and the surrounding page carry context.
  • Include the error text as text as well as an image, so it can be searched.
  • For a layout problem, send both desktop and mobile.
  • For anything intermittent, a short screen recording beats stills.

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Security

Never share passwords, full payment card numbers, or unrestricted long-term store access in a support message. Use the approved access method when collaborator access is genuinely needed, and remove it once the issue is closed.
Safe to share: your .myshopify.com domain, order number, billing email, theme version, page URLs, screenshots with personal customer data removed, and the last four digits of a payment method.

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Where to send it

Open a ticket in the Elixir Discord. If you cannot see the ticket channels, your account is not verified yet, see Discord access and roles. Use a ticket rather than a public channel for anything involving your order, license, billing, or store access.