Hi everyone,
Has anyone here experienced an issue where a customer installs a theme directly from the Shopify Theme Store, but the “Update theme” dropdown / changelog arrow does not appear in Online Store > Themes?
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The customer has:
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purchased the theme properly,
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installed it directly from the Shopify Theme Store,
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and we have already ruled out any unlicensed/pirated theme issue.
I contacted Shopify Support and they confirmed the issue is on Shopify’s side. Their response was:
"When your theme was installed from the Theme Store, an internal identifier on the theme record didn’t get set to a value that matches any of the published versions in our system. That mismatch is what’s causing the ‘Update theme’ dropdown to stay hidden —
the system can’t recognise the installed version as one it has an update for."
Shopify said their DEVs are working on a backend fix, but currently they do not have any ETA or workaround.
As a temporary solution, I offered manual updates through Theme Access from our developer side, but this is obviously inconvenient because the customer wants to manage updates normally through Shopify’s built-in update system.
I’d like to ask:
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Has anyone here encountered the same issue before?
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Were you able to fix/relink the theme version somehow?
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Did Shopify provide any manual workaround from the backend?
Any insight would be greatly appreciated. Thanks!