Support

Rio comes with support from the people who build it. Questions about Rio’s settings, sections and blocks, and anything in Rio that doesn’t work as this documentation describes, are covered, free, for as long as you use Rio.

Contact support

Before you write, search this documentation (press /) and read the FAQ. Many answers are already there.

When we reply

We reply to every request within two business days. Our business days are Sunday to Thursday, Israel time, except Israeli public holidays.

When you send the form, you get an email with your request number right away. If it hasn’t arrived after a few minutes, check your spam folder. To add details or more screenshots, reply to that email and keep the request number in the subject line.

A bug in Rio that stops customers from buying, such as an add to cart button or a cart that doesn’t work, is critical. We work on it first and release a fixed version of Rio as soon as it’s ready.

We answer in English and in Hebrew.

What support covers

• How to use Rio’s settings, sections, blocks and templates.
• Setting up the features this documentation describes, such as color swatches, product siblings, filters and the size guide.
• Bugs in Rio. If we confirm a bug, we fix it in an update of Rio.
• Whether a problem comes from Rio or from somewhere else, such as an app or a code edit.
• Updating Rio to a new version.

What support doesn’t cover

• Changes to Rio’s code (Liquid, CSS or JavaScript), and new features or layouts the settings don’t offer. See Custom code.
• Design work, such as choosing colors and fonts for your brand or building pages for you.
• Apps. We can tell you whether Rio causes a problem. For an app’s own setup and bugs, contact the app’s developer.
• Your store outside the theme, such as payments, shipping, domains, checkout and your Shopify plan. For these, contact Shopify Support.
• Themes with edited code. If your copy of Rio has code edits, we may ask you to show the problem on an unedited copy of Rio first.

What to include in a request

The more of these we have, the faster we can answer:

• Your store’s address, and the page where the problem happens.
• The steps to see the problem, and what you expected to happen instead.
• A screenshot or a short screen recording. The form accepts images, PDFs and videos, and you can paste a screenshot straight into it.
• The device and browser you used. Does the same happen in another browser?
• Whether apps or code edits touch the same part of the store.

If we need to look inside your theme editor, we’ll send you a collaborator request from Shopify. Never send us your password.

Custom code

We don’t offer custom-coding tutorials, and we don’t change Rio’s code for individual stores.

If you want to edit Rio’s code yourself:

1. Duplicate the theme first. In your Shopify admin, go to Online Store › Themes, open the ⋯ menu next to Rio and choose Duplicate. Make your edits in the copy and preview them before you publish it, so your live store stays safe and you can always go back.
2. Keep a list of your edits. When you add an update of Rio to your theme library, Shopify tries to carry your code edits over to it. Edits that conflict with the update aren’t included, and you’ll need to copy them over yourself.
3. For anything beyond a small change, hire a Shopify Partner. You can find one in the Shopify Partner Directory.

Support doesn’t cover problems caused by code edits.

Updates

Rio is updated through the Shopify Theme Store. Each version and what it changes is listed in the Changelog.