> For the complete documentation index, see [llms.txt](https://docs.strm.design/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.strm.design/help/support.md).

# Getting support

How to contact Stratum support and what to include so we can help quickly.

Before you write, check [Troubleshooting](/help/troubleshooting.md) and the [FAQ](/help/faq.md); most questions are answered there.

## Contact

Email: **<hello@strm.design>**

We reply on working days. Support covers the theme's own features and settings, and help with bugs in the theme.

## What to include

A complete first message saves a lot of back and forth. Please include:

1. **Your store URL** (for example `your-store.myshopify.com`), and the **preview link** of the theme if it isn't published (in the theme editor: **⋯ › Share preview**).
2. **The Stratum version**: in **Online Store › Themes**, shown on the theme card.
3. **The page** where it happens, as a link.
4. **What you expected** and **what happens instead**.
5. **Steps to reproduce**: what to click, in what order.
6. **Device and browser**: for example "iPhone 15, Safari" or "Windows, Chrome".
7. **Screenshots or a short screen recording**, if you can.
8. **Recent changes**: new apps, code edits or settings you changed just before the problem started.

{% hint style="info" %}
If we need to look inside your store, you can give us collaborator access from your Shopify admin. We'll ask first and only request the permissions we need.
{% endhint %}

## What support covers

| Covered                                                 | Not covered                                                                    |
| ------------------------------------------------------- | ------------------------------------------------------------------------------ |
| Questions about Stratum's settings, sections and blocks | Custom design or code changes                                                  |
| Bugs in the theme                                       | Problems caused by code edits to the theme                                     |
| Help finding the right setting for what you want        | Third-party apps and their code                                                |
| Updating to a new Stratum version                       | Shopify admin, checkout, payments and shipping setup (contact Shopify Support) |

For custom work, hire a Shopify Partner from the **Shopify Partner Directory**. Ask them to duplicate the theme before editing it.

## Reporting a bug

If you think you've found a bug, the steps to reproduce matter most. Check whether it also happens:

* in a private browser window,
* on another device,
* with app embeds turned off (theme editor › **App embeds**).

Mention the results in your message: they tell us quickly whether the problem is in the theme, an app or the browser.