4637 comments found.
We’ve just paid for additional support and we’re not getting any response to our ticket that we’ve raised?? Can someone look into this please as it’s very urgent
Dear friend,
We have seen your ticket. Our team is currently checking and will get back to you asap.
Hello, before purchasing the theme, is there anyway i can try it before to be sure that its compatible with my apps?
Dear friend,
Thank you so much for your attention to our theme.
We are sorry for not being able to offer a trial program for our themes at this time. We are selling our theme on Themeforest and there is no tool for Trial. You need to purchase theme to be able to download theme source and upload into your website.
Can you tell us what app are you mentioning? Is it a Shopify app?
To support you, please submit a ticket at this link: https://halosoft.ticksy.com/ and choose the category Presale, we are willing to support you.
Thanks for the fast response, yes it is a shopify app, zepto product personalizer to be exact. can you tell me if its fully compatible with your theme?
Dear friend,
Thank you for your response.
Our theme was built from the Dawn theme of Shopify, this works well on almost all of the App from Shopify. If you have any questions or problems related to integrate and compatible with our theme. Could you please help us to contact the App provider to ask if they can check for you?
First of all: I LOVE this theme!
I’m trying to change to HomePage 2-Trendy Style. When I tried to replace index.json, it keeps showing this error: ” Unable to update the file Setting ‘mg_top_desktop’ must be a step in the range Setting ‘mg_top_tablet’ must be a step in the range Setting ‘mg_top_mobile’ must be a step in the range Setting ‘mg_bottom_desktop’ must be a step in the range Setting ‘mg_bottom_tablet’ must be a step in the range Setting ‘mg_bottom_mobile’ must be a step in the range ” I’ve managed to change settings_data.json, header-group.json and footer-group.json, but index.json keeps showing this error. Please help.
Dear friend,
Regarding this error:
To fix it, you can search these files: mg_top_desktop, mg_top_tablet, mg_top_mobile of the section rich_text -> set up the number to be divisible by 5
Could you please help us to follow and fix it as sample screenshot that we did here: https://prnt.sc/dZPEGXrvco2s
guys we got a major issue on our website with quick add, i avhe raised the support ticket 4 days go and still there is no response. PLease help us
Hi Friend,
We received ticket and will reply to you asap
Thank you. The ticket reference number is PRIVATE TICKET #3421666
Especially on the mobile version, when i tap on quick add and add a product, it doesn’t disappear, it gets stuck on the scree. It should close right? but it doesn’t .
Please look in to this ticket number and let me know in the ticket if you need any more info. thanks
We will check and get back to you today!
Yes. We noted this with our dev team .
Our team will keep you updated to your ticket shortly.
Congrats on the featured item!
Thank you so much Bro 
hi! I wanted to buy your theme for a new ecommerce. However, I have different size guides due to the various brands I deal with. Is it possible to include several size guides in the product sheet?
Hi Friend,
Ella offers different size chart function for different product vendors, you can read more here to see if it meets your expectation about this function: https://halosoft.gitbook.io/ella-documentation/product-page/product-information/size-chart
Hello, my store has invited your account and I have also submitted a question. May I know how long it will take to resolve it?
My original free template allows me to use the comments app, Air Reviews, but with Ella installed, I cannot use this app. How do I set it up?
Dear friend,
We have already received your ticket 1 day ago.
Our supporter replied to your ticket number. Please check it out.
Can this theme be incorporated with the $5 shopify plans?
Dear friend,
Yes. Our theme can be incorporated with the Shopify Plans.
If you have any further requests, please let us know.
Apologize for this confusion
Regarding your question, we would like to clarify you with some information here:
- For Starter ($5) as you mentioned: you can sell products through social media, messaging Apps => this does not support the theme.
- In case, if you want to corporate our theme with the Shopify Plan, you have to use Basic Service or higher.
To get more information, could you please refer to this article here for your reference: https://community.shopify.com/c/technical-q-a/theme-upload-on-a-shopify-starter-plan/td-p/1893324#:~:text=You%20would%20need%20to%20upgrade,without%20maintaining%20an%20online%20store
Hello,
It seems that when multiple product combos are added to the cart, The cart resets and only adds the last one unless you add the same product combo with the same options, as soon as you choose a different variant or a different product combo, it removes the previous one and only adds the latest one.
It does this in your demo as well.
https://new-ella-demo-11.myshopify.com/products/dinterdum-lorem-condimente?fts=0Dear friend,
To support you, could you please help us to open a ticket via our support portal here: https://halosoft.ticksy.com/ to get our assistance.
I don’t need assistance, I’m just telling you so you can fix it on your end. Try adding 2 different variants of product combos in your demo and you’ll see.
I already fixed it on my end.
Just letting you know in case other people might need this feature.
Hi Friend,
Thank you, we will check back our theme if it has this bug to update theme
also in your demo, when you add the product combo to the cart, the discount does not even apply. Neither in the theme. Try it for yourself and see https://new-ella-demo.myshopify.com/products/dinterdum-lorem-condimente?fts=0
Hi, I cannot get the ‘Jump To’ section to show in the collection 02 page like here: https://new-ella-demo.myshopify.com/collections/collection-home-01-3
I have it enabled in the template etc but nothing shows, any trick to this?
Dear friend,
We will check and get back to you via your ticket, thank you so much.
Shopify Form App: Not showing with your theme. Its activated also. And Yes it works with other themes But Ella…..Version 6.5.2
Dear friend,
To verify your request, could you please help us to open a ticket via our support system here: https://halosoft.ticksy.com/ we will check and get back to you soon.
One of my customer is using 6.5.0 currently but does not want to go through the hastle of updating the whole theme to 6.5.2. Is it possible to get just the code to fix the “Variant Image Group: main image not showing when clicking on product variants” issue?
Dear friend,
To support you, could you please help us to submit a ticket via our support portal here: https://halosoft.ticksy.com then our customer support team will review and respond shortly.
I just want to know where I can set the currency code in the theme, like ”$62.50 USD”, Because I want to set multiple markets, such as US, Canada, Australia, and different markets need different currency codes. But I can’t find where to set it, currently it only shows ”$62.50”, no currency code.
Dear friend,
To verify your request, could you please help us to open a ticket via our support system here: https://halosoft.ticksy.com/ we will check and get back to you soon.
We currently have the Dawn theme live. In parallel we are working on the Ella theme and I would like to add the wishlist page. Unfortunately this doesn’t work because the dropdown doesn’t show me any templates. Are there any other possibilities?
Dear friend,
To verify your request, could you please help us to open a ticket via our support system here: https://halosoft.ticksy.com/ we will check and get back to you soon.
Sorry but we have to renew support and it is not worth one question to pay the whole price.
Dear friend,
Could you please help us to open a ticket and choose a category is Shopify Themes which doesn’t require to verify the purchase code: https://prnt.sc/P9ZLwmxqMaI1 then our team will check for you?
I submitted a ticket, thank you
Thank you so much
Can you please check on tickets number #3401674 & #3411412
For almost more than 2 weeks now, they are not resolved !!!
Very Simple & Direct, If you need anything from my side, Please do not hesitate to let me know.
Dear friend,
Yes, our team have seen your tickets, we will check and update you soon via your tickets.
Thank you so much for your waiting
Thanks for your quick response,
I recorded another video explaining these 2 issues (& wrote them as well) and sent in the ticket page.
Looking forward…
Let us check and get back to you soon.
Any update on this please?
Dear friend,
We already replied to all of your tickets. Please check it out.
Many thanks!
Not able to import demo, already rise ticket but no response. #3416555 . Error : Unable to update file. Setting ‘mg_top_mobil’must be a step in the range.
Hi friend,
We just replied to you via ticket, please check it.
how do I change the default Sort By order of /collections/all to Newest First?
Dear friend,
To verify your request, could you please help us to open a ticket via our support system here: https://halosoft.ticksy.com/ we will check and get back to you soon.
Hi. I am following the documentation to import demo json data to index.json but always getting error. Not able to import, also my support has expired. Please help importing the demo settings/homepage/header/footer.
Dear friend,
Could you kindly help us to submit a new ticket and choose category Shopify https://prnt.sc/PmlojLM2Kg7h, we will help you check this case.
we use the ella 6.5 version, when customer click the add to cart button in our store product page, the page go to the cart details page. it is inconvenient for customer to buy many stuffs, they must click back button to the original page to add other stuff in the cart. Do you know if this ella 6.5 has the feature that when customer click the “add to cart” button , it stay the original page. we know it is very simple , the very old ella version really has this feature, but we can not find it now .
Dear friend,
To verify your request, could you please help us to open a ticket via our support system here: https://halosoft.ticksy.com/ we will check and get back to you soon.
Where is your live chat one and one? The support charge is a hefty fee of $64 I need a support where can talk to a person. Like a Live Chat Support that these shopify apps offer. I don’t like Email support especially for themes that have bugs and you need to show the person exactly what you need in quick manner. Because there is bugs after bugs on this them.
On the collection list page.
The Collections 4 Grid is not working on the live page I can only see it in the Shopify Editor mode.
The page is completely blank when I try to view the live page. I have similar issue where someone pointed out, that your theme Mobile layout one of the grid option is showing 3 rows even when you select 2 for Mobile.
These bugs should’ve been fixed. I saw someone posted about this 6 months ago.
Anyways I just paid and extend support!
Hi friend,
For your request, we need to check deeply in the code to handle it for you. When your support time expires, you need to renew your support to get our support. If it is theme bugs then we are ready to support you without needing to renew.
In case of urgent, you can chat with us via Crisp: https://halothemes.net/ https://prnt.sc/OTF18iSzmhyr
We will check your case and respond to you via ticket in the next few hours.
Okay, I renewed my support. I will open a ticket. Thank you.
Thank you so much.
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