> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ecomelixir.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Before requesting support

> The checks to run first and the details to include so your issue is resolved in one reply

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.

## 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.

<Steps>
  <Step title="Reproduce it deliberately">
    Confirm it happens every time, or note the pattern when it does not.
  </Step>

  <Step title="Test in incognito">
    A private window with no extensions rules out cache and browser add-ons.
  </Step>

  <Step title="Test another device">
    Desktop and mobile behave differently. Knowing which one fails narrows the cause immediately.
  </Step>

  <Step title="Test a clean theme copy">
    Duplicate the theme, strip your custom code from the copy, and retest. This separates the product from your customizations.
  </Step>

  <Step title="Test with the suspect app disabled">
    In the unpublished copy only. See [App conflicts](/guides/app-conflicts).
  </Step>
</Steps>

<Tip>
  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.
</Tip>

## What to include

| Information | What to send |
| - | - |
| **Store** | Your `.myshopify.com` domain and the URL of the affected page |
| **Product state** | Theme version, template name, and whether the theme is published |
| **Symptom** | What you expected and what actually happened |
| **Reproduction** | The exact steps, and whether it happens every time |
| **Environment** | Browser, device, operating system, country or market, and language |
| **Evidence** | Screenshots or a short video, the exact error text, console errors where available |
| **Recent changes** | A theme update, a new app, custom code, or a Shopify setting change |
| **Isolation tests** | Results in a clean theme, incognito, another device, and with the app disabled |
| **Business impact** | One product or many, cosmetic or blocking checkout |

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.

## 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.

## Security

<Warning>
  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.
</Warning>

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.

## Where to send it

Open a ticket in the [Elixir Discord](https://discord.gg/gFQgjuSjWq). If you cannot see the ticket channels, your account is not verified yet, see [Discord access and roles](/guides/discord-access).

Use a ticket rather than a public channel for anything involving your order, license, billing, or store access.


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