> For the complete documentation index, see [llms.txt](https://help.brickspacelab.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.brickspacelab.com/general/contact-support/get-help-with-brickspace-themes.md).

# Tips for contacting support

Use this page when you are not sure how to reach Brickspace or what to include so the team can answer quickly.

## Where to open a request

* **Theme support and pre-sales questions:** use the contact options on [Brickspace Lab — contact](https://brickspacelab.com/pages/contact) (same destination linked from [Contact support](/general/contact-support.md)).
* **Shopify billing, domains, or checkout errors outside the theme:** contact [Shopify Help Center](https://help.shopify.com/) first.

Brickspace documents each product in this help center (Paper, Space, Keystone, Slab, Pallet). Searching the hub for your theme name plus a feature (for example “Keystone variant images”) often surfaces a guide immediately.

## What to put in your first message

Incomplete tickets slow everything down. Include:

* **Store URL** (myshopify.com domain is fine).
* **Theme name and version** if you know it (**Online Store** > **Themes** > **…** > **Edit theme code** header, release notes, or the email receipt).
* **Whether the theme was customized** (you or a developer edited **Edit code**, or apps inject scripts). If yes, say what changed at a high level.
* **Steps to reproduce** the issue, starting from your homepage.
* **Screenshots or a short video**, especially for layout bugs on mobile.

## If you use a chat widget or AI assistant

Automated flows sometimes ask you to “create a ticket” without opening a text box clearly. Scroll the widget, look for **Message** or **Reply**, and paste the bullet list above. Sending a blank submission does not create a useful record, and the team cannot follow up.

## Grant access when support asks

If support needs to view your theme settings, use the store access process described in [Store access request](/support/store-access-request.md). Do not post passwords in email.

## What to expect

Response times and scope are summarized in [Contact support](/general/contact-support.md), including what Brickspace covers versus what requires a developer or Shopify.

## Related reading

* [Test responsive layouts without publishing the theme](broken://pages/1D7qoOKbRtxAEngEkb4L).
* [Recover from third-party theme code changes](broken://pages/hgWE4sjckHbJn7NrUSv0).
* [Support policy for modified theme code](broken://pages/OI1XiLfrx4wqTK4utzZE).
* [How third-party apps affect theme styles](broken://pages/IwYqOwtPQhZDNgtjEQgY).


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://help.brickspacelab.com/general/contact-support/get-help-with-brickspace-themes.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.