Use this page when you are not sure how to reach Brickspace or what to include so the team can answer quickly.
Theme support and pre-sales questions: use the contact options on Brickspace Lab — contact (same destination linked from Contact support).
Shopify billing, domains, or checkout errors outside the theme: contact Shopify Help Center 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.
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.
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.
If support needs to view your theme settings, use the store access process described in Store access request. Do not post passwords in email.
Response times and scope are summarized in Contact support, including what Brickspace covers versus what requires a developer or Shopify.
Test responsive layouts without publishing the theme.
Recover from third-party theme code changes.
Support policy for modified theme code.
How third-party apps affect theme styles.
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