Glide — support

Support for the Glide theme, by Viora Tech. Before you write to us, check the troubleshooting list at the bottom of this page. Most reports we receive are one of those seven things, and every one of them has an answer you can apply yourself in under a minute.

What is covered #

We support the theme. That means:

• Bugs in Glide. Something in the theme does not work as this documentation says it does. Always covered, always free, for as long as you own the licence.
• Questions about the theme's settings and sections. Where a setting is, what it does, why a section is behaving the way it is.
• Compatibility with Shopify itself. If a Shopify platform change breaks Glide, fixing it is on us.
• Help interpreting the data formats. The size guide, spec groups and spec table formats in the data formats reference are ours, so if your data is not rendering, send it and we will tell you why.

What is not covered #

Not because we do not want to help, but because we cannot do these well or at all:

• Custom code. Changes to the theme's Liquid, CSS or JavaScript. If you have edited theme files, we will ask you to reproduce the problem on an unmodified copy of Glide before we investigate. We are not able to debug modified themes.
• Third-party apps. How an app works, why an app's block looks wrong, or a conflict between an app and the theme. We will look at a suspected conflict and tell you what we find, but the fix usually belongs to the app developer. Tell us which app and we will tell you what we see.
• Shopify admin, billing, plans, payments, shipping, taxes and domains. These are Shopify's, and Shopify's support is better at them than we are. Contact Shopify Support.
• Design and content work. Choosing your colours, writing your copy, editing your photographs, or building your pages for you.
• SEO, marketing and conversion advice.
• Data entry. We will explain any format; we will not fill in your products.

What to include in a report #

A report with all six of these is usually answered in one reply. A report with "the size guide doesn't work" takes three replies to get to the same place.

1. Your store URL. The .myshopify.com one if the store is not live yet, or the live domain. If the store is password-protected, include the password.
2. The exact page. A link, not a description. If it is a page you have not published, use the theme editor's preview link — the theme editor has a "Share preview" option that produces one.
3. Which theme, and its version. Online Store > Themes; the version is on the theme card and in Theme settings under the theme's name. If you have more than one copy of Glide in your library, say which.
4. What you expected, and what happened. Two sentences. "I set the Size guide section's measurement column label to Foot length and expected the third column to say Foot length. It still says Measurement."
5. A screenshot or a short screen recording. For anything visual this is worth more than any description. Include the whole browser window — the URL bar tells us the page and the width tells us the breakpoint.
6. Your device and browser. "iPhone 15, Safari" or "Windows, Chrome". If it happens on one and not another, say so — that is often the whole answer.

Two more that help when they apply:

• Whether you have edited the theme's code. Say so up front. It is not a problem to have done it; it is a problem to find out on reply four.
• When it started, and what changed. "It was fine on Tuesday, and on Wednesday I installed an app / updated the theme / imported products."

Response expectations #

• First reply within one business day, and always within two. Our business days are Monday to Friday. A message sent on Saturday is answered on Monday.
• A question with a settings answer is usually resolved in that first reply.
• A confirmed bug gets a reply telling you it is confirmed, whether there is a workaround, and when we expect the fix. Critical bugs — anything that stops shoppers buying, breaks the cart or checkout, or breaks the store on a common device — are fixed immediately and released as an update. Everything else goes into the next release, and we will tell you when that is.
• Something we cannot fix — an app conflict, a Shopify platform limitation — gets a reply saying so, with whatever we found, and who to talk to next. We will not leave you without an answer because the answer is not ours.

Theme updates are released through the Shopify Theme Store. Installing an update does not overwrite your settings or your pages, but it does not carry across code edits you have made. Take a duplicate of your theme before updating.

Things that actually go wrong #

In rough order of how often we see them.

1. A section renders nothing #

Symptom. You added Spec groups, Size guide, Size table or Product features to a product page. In the editor it shows an empty space or a hint; on the live site there is nothing there at all.

Cause. These sections are driven by product metafields, and the metafield is empty on the product you are looking at. The section renders nothing rather than an empty box, on purpose — that is what lets you put it in the product template once and have it appear only on the products that have the data.

Fix. Open the product in the Shopify admin, scroll to the bottom, and check the metafield:

If the metafield does not exist at all, create the definition first: Settings > Custom data > Products. The formats are in the data formats reference, with samples you can paste.

If the metafield exists and has content and the section is still empty, the content is not in the expected format. Send us the exact text and we will tell you which character is wrong.

2. The finder quiz returns everything, or the wrong things #

Symptom. The quiz's questions work, the visitor picks answers, and the result link goes to the collection with everything in it. Or picking a second answer makes the results wider instead of narrower.

Cause, and it is nearly always this one. The metafield the question filters on is not enabled as a filter in Shopify's Search & Discovery app. The quiz builds a real Shopify filter URL; if Shopify is not offering that filter on that collection, it ignores the parameter and shows the whole collection.

Fix.

1. Settings > Custom data > Products — confirm the metafield definition exists, with the exact namespace and key you typed into the question's Filter key setting (for example custom.surface, not surface).
2. Confirm your products actually have a value for it. A definition with no values gives Shopify nothing to filter on.
3. Install Shopify's free Search & Discovery app if it is not installed.
4. Open it, go to Filters, click Add filter, and add the metafield.
5. Reload the collection page. The filter should now appear in the theme's own filter sidebar. If it appears there, the quiz will work.

The "wider not narrower" variant is a different mistake. Shopify combines several values of the same filter with OR, and different filters with AND. If two questions in your quiz use the same filter key, answering both returns everything matching either answer. Give every question its own filter key.

Until it is fixed, the quiz is not broken for visitors — each answer still links to the collection, so they land somewhere sensible. It just is not narrowing yet.

3. The popup does not appear #

Symptom. You added the Promo popup, set it up, reloaded the page, and nothing happens.

Cause. It already opened for you once, and it is remembering. The Show again after setting defaults to 7 days, and the clock starts when the popup opens, not when you close it — so simply reloading does not bring it back.

Fix, while you are testing: open the store in a private or incognito window. That gives you a fresh browser with no memory. Or set Show again after to 0, which turns the memory off entirely and shows it once per page load; put it back to 7 before you finish.

Three other reasons it will not appear, in the order worth checking:

• You are in the theme editor. The popup never opens by itself there — a popup that reappeared on every setting change would make the section underneath it uneditable. In the editor it opens only while you have that section selected, and closes when you select another.
• The trigger has not fired. Exit intent is desktop only; there is no such gesture on a touchscreen. Scroll depth needs the page to be long enough to reach that depth.
• You are on the checkout. It never renders there.

4. The cookie banner never shows #

Symptom. You added the Cookie banner and it does not appear.

Cause, most likely. Shopify decides whether to ask, not the theme. Shopify already knows the visitor's region, your store's regional settings and any consent given earlier, and it tells the banner whether to show. If you are browsing from a region with no consent requirement, or you have already answered, there is nothing to ask.

Check, in order:

• Is the message field filled in? With an empty message the section renders nothing at all.
• Have you already answered? Try a private window.
• Have you set up Shopify's own consent settings? Settings > Customer privacy in the admin. The banner sits on top of Shopify's Customer Privacy API; if that is not configured for your regions, the API will not ask you to ask.
• Is JavaScript blocked? The banner starts hidden and the script reveals it. With scripts off nothing renders, which is correct — there is no way to record an answer and no script-driven tracking to record it about.

5. A spec row is missing from the spec table #

Symptom. You added a row to the product page's Spec cells block and it does not print, while the rows above and below it do.

Cause. The metafield key is wrong, and the theme hides an unresolvable row rather than printing an empty one.

Fix. Check the key against the product's actual metafields, exactly as spelled. The theme looks it up under custom first as typed, then with a spec_ prefix, then in a legacy specs namespace — so weight, spec_weight and specs.weight all resolve — but anything else does not. Watch for trailing spaces and for the pipe characters: the row format is metafield_key | Label | icon, and only the first part is required.

The icon, if you use one, must be one of ruler, scale, bolt, clock, layers, link, shield, tag, star, check. An unrecognised name prints the row without an icon rather than failing.

6. The size guide shows cards but no slider #

Symptom. The Size guide section renders the size cards correctly, but there is no slider and no "best match" badge.

Cause. This is not a fault. The slider matches a measurement the visitor enters against a range, and the third column of your size guide data does not contain a numeric min - max range. With nothing to match against, the theme shows the cards and omits the slider.

Fix. If you want the slider, put a range in column three: 24.8 - 25.4 cm. If your product does not have a measurable range, the cards on their own are the correct output.

Related: the column order is fixed and cannot be changed. You can rename the column headings in the section's settings, which is a labelling change only.

7. Something looks wrong after changing a colour #

Symptom. Text disappeared, a button became unreadable, or a whole band went the wrong colour.

Cause. Colour schemes, and one of two mistakes.

• You changed a scheme's background but not its text, or vice versa. Every background in a scheme has a partner foreground — check both.
• You changed the wrong scheme. A section uses scheme 1 unless it has been set to something else. Click the section, scroll to "Colour and spacing", and see which scheme it is actually on.

If it only happens in dark mode: dark pages use scheme 2. Turning dark mode on promotes scheme 2 from "the dark band" to "the whole store", so it needs checking properly — particularly the buttons. A mid-tone button with white text on it usually fails contrast; use near-black button text instead.

If it is only your logo: upload a dark-mode logo in Theme settings > Logo. Without one, the theme paints your ordinary logo solid white in dark mode so it stays visible, at the cost of your brand colour.

Reporting a security issue #

If you believe you have found a security problem in the theme, email support@waimers.in rather than using a public channel, and please give us a reasonable window to fix it before disclosing it. We will confirm receipt within one business day.