Commerce OS guide

Support and Diagnostics

Guide status: Support guidance. Last reviewed 14 August 2026. Verify the current support channel and any diagnostic reference shown in the installed application before publication.

Purpose

A useful support request helps identify the affected store, time, surface and operating state without exposing credentials or unnecessary customer data. Good context reduces repeated questions and protects the evidence needed to understand an intermittent issue.

Before contacting support

  1. Confirm the expected Shopify store, active theme and relevant market.
  2. Check Store Health for connection, permission, data, configuration, placement and measurement states.
  3. Reproduce the issue once using a safe path, if practical.
  4. Verify whether the approved default experience is working.
  5. Record what changed immediately before the issue appeared.

Information to include

  • A concise description of what you expected and what happened instead.
  • The workspace, recommendation, action or placement reference shown by Liva 7.
  • The affected store, theme, template, market and device or browser context where relevant.
  • The date, time and time zone, plus whether the problem is continuous or intermittent.
  • Visible state, freshness and error text copied accurately.
  • The safe diagnostic checks already completed and their results.
  • Whether customers are affected and whether fallback is working.

Screenshots and examples

Capture only the area needed to show the state. Remove or obscure customer names, addresses, order details, email addresses, access tokens and internal information unrelated to the issue. For storefront problems, include enough surrounding layout to identify the placement and note the screen width.

Never send

  • passwords, one-time codes, recovery codes or full access tokens;
  • payment-card or unnecessary billing details;
  • bulk customer exports or raw personal data unless an approved secure process specifically requires it;
  • store-owner credentials or an invitation with broader access than the support task needs.

Describe impact accurately

Distinguish a customer-facing purchase problem, a degraded enhancement, an internal data delay and a documentation question. Unknown or Learning is not automatically an incident. If purchasing is affected, preserve or restore the approved Shopify-native experience first where it is safe and authorised to do so.

You are finished when

  • support can identify the store, surface, state and time without asking for credentials;
  • customer impact and fallback are clear;
  • sensitive information has been removed; and
  • the request includes a stable reference for follow-up.