Troubleshooting
| Symptom | What to check |
|---|---|
| Photos are cropped | In the Hero slide, set How media fills the area to Show full media, and check Mobile image and Image padding. When Media and text layout is Full media, the photo spreads across the whole area and its edges are cut off, and How media fills the area and Image padding have no effect. To show the whole photo, set Media and text layout to Media right or Media left. If you keep Full media, use Desktop crop position and Mobile crop position to move the visible part where you want it |
| Photos have too much space around them | Lower Theme settings → Images and videos → Photo space amount from 100%, and if needed also lower Image padding on the Hero slide |
| Products do not appear | Check that the product is published and that it is selected in the section’s product block |
| Favorites or recently viewed products are empty | Check whether you saved or viewed products on that device. Saved items on other devices are not synced automatically |
| The FAQ is empty | Check the faq_entry definition, Storefront access, and that there are published questions and answers → How to set up the FAQ |
| A message asks you to set the store that uses the theme | Under Theme settings → Theme license, enter this store’s .myshopify.com domain. Do not enter a custom domain |
| The message to enter this store’s .myshopify.com domain does not go away | The domain in the field differs from the permanent domain the theme detected. Check the .myshopify.com domain of the one store you use and enter it again |
| AI chat does not appear | Check that the Hellostore AI Staff app is installed. While the app is not installed, the chat is not shown |
| A saved size is not used for products | Selecting the size automatically on the product page is a Pro feature of Hellostore Accounts; on Free it is not selected automatically. Highlighting the row for a size confirmed in chat works only when the theme includes the Size × Inventory matrix section and both the theme setting Highlight the AI-suggested size in the size table and that section’s Highlight the size suggested in chat are on |
| There is no motion on scroll | Check Theme settings → Animations and the device’s reduce motion setting |
After fixing a setting, review the unpublished theme on desktop and mobile screens. If the name of a screen in the admin differs, open it by following Shopify’s theme editor guide.