Troubleshooting

Start with the problem that matches what you see. If none fits, contact support with your store URL and the page where it happens.

Products and variants

A product shows “Sold out” although it has stock

The product’s shipping profile probably doesn’t deliver to the market the customer is viewing.

1. Go to Settings → Shipping and delivery and open the product’s shipping profile.
2. Check that every market you sell to has a shipping zone in that profile.
3. Check Products → Inventory for the location that market uses.

Color swatches don’t appear

Swatches need Shopify’s swatch data on the product. Open the product, set a Category that has a color attribute, and connect the Color option to it. See Color swatches. Until then, colors show as text buttons.

The unit price doesn’t show

Unit prices appear only when the variant has one set in your admin, and Shopify offers unit pricing only for stores in some countries. If the Unit price field doesn’t appear on your variants, your store’s country doesn’t support it.

The mobile add bar doesn’t appear

The bar appears on phones only when the main Add to cart button has scrolled off screen. It doesn’t appear in the desktop preview. Use the editor’s phone toggle and scroll down the product page.

Images

My product photos look small or uneven on cards

In Theme settings → Product cards → Product image style:

• photos taken in a room or with props: choose Fill the frame
• packshots on white or plain backgrounds: choose Fit on a plate

Product images are cropped badly

1. Set a focal point on the image: in Content → Files, or with the focal point tool in the image picker. Cards and frames crop around it.
2. To avoid cropping entirely, choose Image original under Theme settings → Product cards → Image ratio.

The header is hard to read over my opening image

With Transparent over the home page opening on, the header sits on your image. Choose an Overlay color scheme in the Header section that contrasts with the image, or turn the setting off.

Collections and search

Filters don’t appear on collection pages

1. Install the free Shopify Search & Discovery app and turn on filters in its Filters page.
2. Check that Enable filtering is on in the Collection section.

Recommendations don’t appear on product pages

Shopify needs some order history before it can recommend related products. Until then, ÉLAN shows other available products from the same collection, under “More from [collection]”. Turn this off with Show products from the same collection when there are no recommendations. For complementary products, set them up in the Search & Discovery app.

Menus and header

The header menu shows the wrong links

The header uses the menu chosen in its Menu setting (Main menu by default). Edit menus in Online Store → Navigation.

A preview image doesn’t show in the Index

The Preview image block’s Menu item name must match the menu item’s title. Check spelling and spaces; upper and lower case don’t matter.

The country or language selector is missing

The selectors appear only when you sell in more than one country or language. Check Settings → Markets and Settings → Languages, and Show country and language selectors in the Footer section.

Cart

The cart drawer doesn’t open after Add to cart

1. Check Theme settings → Cart → Cart type is set to Drawer.
2. If an app replaces the cart, follow that app’s instructions; it may take over the drawer.

Accelerated checkout buttons are missing

They appear only for payment methods turned on in Settings → Payments. Also check Show dynamic checkout buttons in the Buy buttons block, and Show accelerated checkout buttons in the Bag drawer and Cart sections.

Animation and the editor

Animations don’t play

1. Check Theme settings → Motion: Off turns reveals off.
2. Check your device’s reduced-motion setting. ÉLAN respects it for every visitor, including you in the editor.

My changes in the editor disappeared

Choose Save before leaving the editor. Changes to a theme that isn’t published show only in that theme’s preview.

Custom code stopped working after an update

Updates install as a new copy of the theme and don’t carry over code edits. Re-apply them to the new copy. See Theme updates and release notes.

Still stuck?

Contact support. Include your store URL, the theme preset and version, the page where it happens, and a screenshot. We reply within two business days.