We just published a new preset for our theme, however the demo store is password protected, even inside the iframe.
Since there’s no Slack to ping someone anymore, what is the current process for requesting the removal of the demo store’s password?
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Same here. I spent 2 days with Shopify support, and they cannot help. Even admitted they are not equipped to help theme Partners, even though I used the ‘Support’ link in the Partner admin.
@Paige-Shopify any thoughts on who to contact? I already tried the chat route, and can’t find where to submit a ticket. We have no direct contact to the Themes team
@Ian_Townsend, can you please try contacting support again through the Partner dashboard? You should be able be get the correct assistance through there.
@anastis, if you haven’t already done so, please reach out to Support through your Partner Dashboard. We can assist you from there.
@Paige-Shopify that is what I have done every time. The first 2 times I just got canned answers on why there is a password.
currently I have ticket 63459556 open , and they “say” they are looking into the “problem” of why this demo has a password.
A little frustrating considering a new preset has been released in the last 24 hours without issue.
on top of it, my new demo is not featured on the all themes page. This should not have been an issue that was overlooked, let alone for 4-5 days.
Theme Partners need dedicated support so we can contact someone quickly to solve issue like this.
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Sorry to hear you haven’t had a great experience getting help with this issue.
I’ll send you a DM to confirm your theme name, then I’ll get the password removal process started for you.
Thanks as well for the feedback. I’ve passed it along internally so we can make sure we’re supporting our Partners appropriately.
Hi @Ian_Townsend, the issues with your new theme preset should be resolved now 
For anyone else who runs into this issue, when submitting a new theme preset, please make sure include the demo shop’s URL in the Designer notes. That’s what we use to remove the password page for new theme preset shops.
If you run into any issues with this process, you can reach out to Support through the Partner Dashboard.
Thank you for the follow up @Paige-Shopify . If you sent a DM, I am not sure where it went.
I am not sure most Theme Partners know to include the URL in the designer notes. Looking at the listing setting, when adding details to the preset, we see: 2026-01-27_08-03-14 - TechSmith Screencast. That tells me all of the info that is needed to unlock the store is being submitted. Based on this conversation, I am not alone. Theme Partners have been abandoned by Shopify. These are also not the types of conversations that should be public.
I did get a reply on the ticket I mentioned after your response, they are still looking into it. So clearly, that support is unhelpful.
Second issue, the preset is not listed here: Ecommerce Website Templates - Free and Premium Themes for Your Online Store.. It should be featured for 2 weeks at a minimum.
This gets back to my other thread, where do we get support now? I will not be going back to the chat, since they are not helpful for anyone. This forum will be flooded, and everyone will be tagging you.
I do appreciate your help, and I’m thankful you were able to get something done!
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Support confirmed there’s actually no difference now, who is answering whom. Merchant and partner support are mixed.
The support team are not even able to get access to partners’ dev stores anymore. They keep asking for a PIN, but dev stores are in a dev dashboard, not in the partner dashboard; hence, they can no longer look up any issues there. They just keep asking for a PIN which we, as much as we’d love to, cannot provide.
This explains why “partner support” asked us if we transferred the demo store to a client. The demo store that we asked to be unlocked for the new preset, the demo store we opened the ticket for.
Merchant and partner support being mixed is terrible news. In my experience, merchant support is mostly unhelpful, and even offloading their tickets to theme partners for matters we have no control over. I can’t imagine anything good will come out of this.
Happy to assist @Ian_Townsend
You should have received an email notification about my DM, but I was able to pull what I needed from the ticket you referenced.
The Support member assisting didn’t receive the “resolved” notification, so I happened to notice it was resolved before they did.
I’ll also ask them to look into the issue where your preset isn’t appearing on the All themes page. I can see it when I filter by auto, but it doesn’t show up when I sort all themes by newest.
For help with a specific theme, help.shopify.com is still the best place to request support. For more general questions about themes, Liquid, and related topics, this is the right place.
That said, if you’re not having a great support experience, please keep the feedback coming. It helps us identify where we need to improve.
I’ve provided feedback that we need clearer documentation for the process for adding a new preset. I’ll share an update here once we’ve improved this.
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