❓FAQ and Troubleshooting

Common questions and solutions for Plain Jane Starter. If you can't find your answer here, contact support at [email protected].

📦 Installation & Setup

Q: Why won't my theme file upload?

A: Upload issues are usually caused by:

• File size too large (over 50MB) - Contact support for alternative

• Corrupted zip file - Re-download and try again

• Browser issues - Try different browser or clear cache

• Wrong file format - Ensure you have the .zip file, not extracted folder

Q: Theme looks broken after installation

A: Try these solutions:

1. Clear browser cache - Hard refresh (Ctrl+F5 or Cmd+Shift+R)

2. Check if published - Make sure theme is set as live

3. Test incognito mode - Rules out browser-specific issues

4. Wait 5-10 minutes - CDN might need time to update

Q: Some features from the description are missing

A: Remember Plain Jane Starter has limited features:

• Check Theme Features and Limitations

• Many features require upgrading to full versions

• Use Limitations Overview to understand what's included

Q: Can I preview before making live?

A: Yes, always preview first:

1. Upload theme (don't publish yet)

2. Click "Actions" → "Preview"

3. Test all essential pages

4. Only publish after thorough testing

🎨 Design & Customization

Q: How do I change colors throughout the site?

A: Colors are managed per section:

• No global color system in Starter version

• Configure colors in each theme setting section

• Check Theme Settings for all options

• For global color control, consider upgrading to full Plain Jane

Q: Why can't I find certain customization options?

A: Starter has intentionally limited options:

• Missing: Animation controls, cursor settings, music player

• Missing: Advanced typography, cart drawer, global menus

• Available: Basic typography, footer, announcement bar, shop layout

• See complete comparison

Q: Fonts aren't loading properly

A: Font loading issues:

1. Clear browser cache - Font files might be cached

2. Check font selection - Ensure you've saved changes

3. Test different fonts - Some fonts load slower

4. Mobile testing - Fonts may appear different on mobile

Q: How do I add my logo?

A: Logo upload locations:

1. Main logo: Theme Settings → Shop Logo

2. Footer logo: Theme Settings → Footer Settings

3. File requirements: PNG, JPG, or SVG recommended

4. Size optimization: Resize before uploading for best performance

🛒 Store Functionality

Q: Shopping cart isn't working

A: Cart functionality troubleshooting:

1. Check Shopify settings - Ensure checkout is enabled

2. Test with real products - Not draft products

3. Clear browser data - Cookies might be corrupted

4. Try different browser - Rule out browser-specific issues

5. Check product inventory - Ensure products are in stock

Q: Search isn't finding products

A: Search functionality fixes:

1. Wait for indexing - New products need time to index

2. Check product titles - Search matches titles and descriptions

3. Verify product status - Products must be active and available

4. Test exact product names - Try searching for known products

Q: Password protection not working

A: Password page troubleshooting:

1. Check Shopify settings - Enable password protection in Settings → General

2. Verify password - Ensure you're using correct store password

3. Clear cache - Browser might cache old version

4. Test in incognito - Rules out cookie issues

Q: Mobile site looks different than desktop

A: This is normal for responsive design:

• Different layouts - Mobile uses fewer columns

• Font sizes adjust - Text scales for readability

• Navigation changes - Mobile gets simplified menu

• Test on real devices - Browser testing isn't always accurate

📧 Email & Forms

Q: Email signup forms aren't working

A: Email form troubleshooting:

1. Connect email service - Link Shopify to email provider (Klaviyo, Mailchimp)

2. Check form settings - Verify forms are enabled in theme settings

3. Test with real email - Use actual email address

4. Check spam folder - Confirmation emails might be filtered

Q: Contact form not sending emails

A: Contact form issues:

1. Shopify notification settings - Check Settings → Notifications

2. Form field validation - Ensure all required fields completed

3. Email address format - Must be valid email format

4. Spam filters - Check admin email spam folder

🔧 Technical Issues

Q: Site loading slowly

A: Performance optimization:

1. Optimize images - Compress before uploading

2. Limit apps - Too many apps slow down site

3. Check file sizes - Large files affect loading

4. Use Shopify's image optimization - Enable in settings

Q: Changes aren't showing up

A: Update troubleshooting:

1. Save changes - Ensure you clicked "Save" in customizer

2. Clear cache - Browser cache might show old version

3. Wait a few minutes - CDN updates take time

4. Check correct theme - Ensure editing the published theme

Q: Getting error messages

A: Common error solutions:

1. "Liquid error" - Contact support with exact error message

2. "Page not found" - Check page URL and ensure page exists

3. "Out of stock" - Check product inventory settings

4. "Invalid checkout" - Verify Shopify checkout settings

Q: Third-party apps not working

A: App compatibility:

• Check app requirements - Some apps need specific theme features

• Contact app support - Theme integration issues vary by app

• Test with default theme - Isolate if it's theme or app issue

• Consider alternatives - Some apps work better with Starter

🔄 Migration & Upgrades

Q: How do I upgrade to full Plain Jane?

A: Upgrade process:

1. Contact OPENSPACES - Get upgrade instructions

2. Backup current theme - Download theme file

3. Document customizations - Screenshot settings

4. Plan migration time - Avoid peak business hours

Q: Will I lose my content when upgrading?

A: Content is preserved:

• ✅ Keep: Products, collections, customers, orders

• ✅ Keep: Pages, blog posts, navigation menus

• ⚠️ May need reconfiguration: Theme settings, custom code

• ⚠️ May need updates: App integrations, custom styling

Q: Can I go back to Starter after upgrading?

A: Yes, but with considerations:

• Keep theme file - Save Starter theme as backup

• Settings reset - Will need to reconfigure

• Feature loss - Content using advanced features may break

• Testing required - Thoroughly test after reverting

📱 Mobile & Responsive

Q: Mobile menu not working

A: Mobile navigation fixes:

1. Clear mobile cache - Force refresh on mobile

2. Test different mobile browsers - Safari vs Chrome vs Firefox

3. Check touch targets - Ensure menu items are tappable

4. JavaScript enabled - Mobile menu requires JavaScript

Q: Mobile layout looks wrong

A: Mobile layout troubleshooting:

1. Check mobile settings - Verify mobile column configuration

2. Image sizing - Large images might break layout

3. Text scaling - Some text might be too large/small

4. Test real devices - Simulator isn't always accurate

🔍 SEO & Analytics

Q: Site not showing up in Google

A: SEO checklist:

1. Remove password protection - Can't index password-protected sites

2. Submit sitemap - Use Google Search Console

3. Check robots.txt - Ensure search engines can crawl

4. Add meta descriptions - Use SEO settings in theme

5. Wait for indexing - Can take days or weeks

Q: Analytics not tracking

A: Analytics troubleshooting:

1. Google Analytics setup - Add tracking code in Shopify settings

2. Privacy settings - Check cookie consent settings

3. Ad blockers - May block tracking scripts

4. Wait for data - Analytics may take 24-48 hours to show data

🆘 Getting Help

When to Contact Support

• Installation failures after trying troubleshooting steps

• Liquid error messages (include exact error text)

• Features not working that should be included in Starter

• Upgrade questions and migration planning

How to Get Better Support

1. Include details: Theme version, browser, device

2. Describe steps: What you did before the issue occurred

3. Share screenshots: Visual issues need visual context

4. Test first: Try basic troubleshooting before contacting

5. Be specific: "Contact form broken" vs "Red error message when submitting contact form"

Support Resources

• Documentation: This guide and Getting Started

• Theme Settings Guide: Complete settings reference

• Email Support: [email protected]

• Shopify Support: For Shopify platform issues

Common Misunderstandings

"This feature is missing" → Check Limitations Overview - many features require upgrading

"Theme is broken" → Usually browser cache or settings issue - try troubleshooting steps first

"App doesn't work" → Contact app developer - theme can't control third-party app functionality

"Mobile looks different" → This is responsive design working correctly - different layouts for different screen sizes

🔧 Quick Fixes Checklist

Before contacting support, try these:

For Display Issues:

• Clear browser cache (Ctrl+F5 / Cmd+Shift+R)

• Test in incognito/private mode

• Try different browser

• Wait 10 minutes (CDN updates)

• Check if theme is published

For Form Issues:

• Check Shopify notification settings

• Verify email addresses are valid

• Test with different email

• Check spam folders

• Ensure required fields are filled

For Mobile Issues:

• Test on actual mobile device

• Clear mobile browser cache

• Try different mobile browser

• Check mobile column settings

• Verify touch targets work

For Performance Issues:

• Optimize image sizes

• Check number of installed apps

• Test with minimal browser extensions

• Use browser developer tools to check errors

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Still need help? Contact [email protected] with:

• Detailed description of the issue

• Screenshots or error messages

• Browser and device information

• Steps you've already tried

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Need Help?

💬 Join our community on Discord: https://discord.gg/hcc2GvgZc6

📧 Email us at: [email protected]

💻 Live chat with us: Available Monday–Friday, 10AM–6PM EST, directly on our website