Troubleshooting and support
Start by identifying where it happens, what was expected, and how to reproduce it. Compare the same page, product, and variant in the preview and storefront. Do not remove sections, apps, or settings as a troubleshooting step without recording the previous state.
Choose by symptom
Section titled “Choose by symptom”| Symptom | First check | Guide |
|---|---|---|
| I cannot open the purchased theme | Primary user or a store-created user with full access for initial visits. | Getting started |
| A section appears in the editor but not in the store | Template, visibility, real content, and the design that received the changes. | Organize pages |
| Empty showcase or unexpected products | Product source and item membership in the category or collection. | Showcases |
| Image cropped or missing on mobile | Item image, separate mobile file, and composition aspect ratio. | Banners and images |
| Product not found or filter missing | Active catalog entry, category, search term, and filters available for the set. | Catalog and search |
| Quick buy differs from the product page | Global card controls versus local product page blocks. | Quick buy |
| Buy action fails or variant is unavailable | Selected combination, stock, quantity, and displayed message. | Product page |
| Cart does not open or counts differ | Quick cart enabled, action after adding, and number of units. | Ajax cart |
| No shipping options or unexpected price | Same postal code, products, variants, quantities, and shipping rules. | Shipping calculator |
| Video does not play | Valid URL, embedding permission, cover, and playback mode. | Video and Video gallery |
| Instagram shows unexpected content | Account connection or manual images and example content. | |
| Rating or commercial message is wrong | Manually entered text and the actual advertised condition. | FAQ and testimonials and Information and campaigns |
| Card photo, price or sizes differ from expectations | Data source, variants, payment terms and photo carousel scope. | Product card |
| Pop-up does not open in the editor or reappear | Embedded preview, activation, delay and browser history. | Other global controls |
Distinguish responsibilities
Section titled “Distinguish responsibilities”The theme displays the composition and visual controls. The Nuvemshop catalog and settings supply products, stock, prices, payments, and shipping. External apps and providers may add behavior, reviews, and media. A visual symptom alone does not identify its cause.
When a commercial rule is wrong, first check its configuration. When the data is correct but its presentation differs, record the area and theme settings. For app content or external video, also identify the app or provider involved, without disconnecting integrations as a first test.
Support procedure
Section titled “Support procedure”- Record the page address, theme version when known, device, and browser.
- Describe the minimum steps and expected and observed results. Include the product, variant, and quantity when relevant.
- Check the setting indicated in the table and repeat the case under the same conditions. For shipping, compare the same postal code through private support channels.
- Capture the affected area and error message, leaving out unnecessary personal information and order data.
- Escalate to the theme team, Nuvemshop, or the app according to the evidence; explain what was checked and what could not yet be reproduced.
Do not send passwords, access codes, or tokens. This documentation does not establish a new commercial support channel: use the contracted support or official channel already used by the store.
Examples for reviewing the guidance
Section titled “Examples for reviewing the guidance”An empty showcase should lead to checking its source before rebuilding it. A poor mobile crop should lead to checking media and aspect ratio before changing the whole layout. Different shipping quotes should be compared with identical items and postal codes before attributing the difference to the theme.
These cases help review the documentation with the team. They do not claim that every flow has been validated in every store.
Technical labels in the editor
Section titled “Technical labels in the editor”If a control displays a reference such as t:options.top instead of a translated label, record the language, version, section/block and screenshot for support. During this review, this occurred in vertical alignment controls in some panels. Do not replace store content or remove the section to correct an interface label. The technical reference describes the schema; the displayed wording also depends on the platform editor.