# Shopify Support UK

Source: https://dijitulsupport.co.uk/shopify-support/
Updated: 2026-10-10

> dijitul support helps UK businesses with Shopify stores: theme fixes, app conflicts, domain and DNS setup, email records, product and checkout settings, and integrations. Shopify runs the servers, so we handle everything you control in the admin and around it. Ad-hoc help is £45 an hour + VAT, with plans from £25 a month + VAT.

## Common symptoms

- Your custom domain shows "SSL unavailable" or still points at an old site
- Theme looks broken after installing or removing an app
- Store is slow and the theme speed report is poor
- Order notification emails go to spam or never arrive
- Products, collections or menus not showing where they should
- An app integration with your accounts, stock or marketplace has stopped syncing

## Key facts

- Shopify is a hosted platform: Shopify manages servers, uptime, core security and checkout infrastructure
- We support themes, apps, settings, content, domains, DNS and integrations
- Online Store 2.0 theme edits, sections and blocks, and Liquid fixes
- Domain connection, SSL provisioning issues and email DNS (SPF, DKIM, DMARC)
- App audits to remove leftover code that slows the store
- £45 an hour + VAT for one-off work; plans from £25 a month + VAT

## What we can and cannot do on Shopify

Shopify is a hosted platform. Shopify owns and runs the servers, the core software, platform security and the checkout infrastructure. If Shopify itself has an outage, neither we nor any agency can fix that; only Shopify can, and their status page will show it.

What you control, and what we support, is everything built on top:

- **Theme:** layout, sections, Liquid templates, CSS and JavaScript.

- **Apps:** installing, configuring, troubleshooting and removing them cleanly.

- **Settings:** shipping zones, taxes and VAT, markets, payments, notifications, staff accounts and permissions.

- **Content:** products, collections, navigation, pages, blogs and redirects.

- **DNS and domains:** connecting your domain, email records and verification records.

- **Integrations:** accounting, EPOS, marketplaces, Google and Meta sales channels.

So you do not pay us for server updates or backups of the platform itself; Shopify does that. You pay us for the store-specific work.

## Themes and apps

Most Shopify stores now use Online Store 2.0 themes, which use JSON templates, sections and blocks so you can change layouts without code. Older vintage themes need code edits for the same result. We work on both, and we always duplicate the live theme before editing so there is an instant rollback.

Apps are where many Shopify problems start. Some apps inject code into theme files or add app embeds; when you uninstall the app, the snippets often remain, loading dead scripts on every page. We audit installed and removed apps, clean leftover code from *theme.liquid* and snippets, and check the store's speed afterwards. If you are paying for apps that duplicate features your theme already has, we will tell you.

Theme updates from the Shopify Theme Store do not automatically carry over code customisations. We migrate your settings and custom code to the new version so you get the fixes without losing your changes.

## Domains, DNS and email on Shopify

A Shopify domain connection needs the right records: an A record for the root domain pointing to Shopify's IP and a CNAME for www pointing to *shops.myshopify.com*. Stray AAAA records or old records left behind from a previous host can stop SSL from provisioning, which shows as "SSL unavailable" in the domains settings. We check the zone, remove conflicts and wait out propagation.

Shopify does not host your mailbox, so your email stays with Microsoft 365, Google Workspace or another provider. We make sure the MX records stay untouched when the domain moves, and add Shopify's sending records so order emails sent from your address pass SPF and DKIM. See [domain and DNS support](https://dijitulsupport.co.uk/domain-dns-support/) and [email deliverability](https://dijitulsupport.co.uk/email-deliverability/).

## Checkout, payments and settings

Shopify has replaced the old *checkout.liquid* customisation with Checkout Extensibility, so changes to checkout now use checkout and thank you page settings, apps and extensions rather than template edits. We help you configure checkout options, branding, Shopify Payments, PayPal and other gateways, and test that VAT and shipping rates are right for UK and international markets.

Common settings fixes: orders not syncing to Xero or QuickBooks, stock mismatches with an EPOS, products missing from the Google and YouTube channel because of feed errors, and staff accounts with too much access. More on [online payments support](https://dijitulsupport.co.uk/online-payments-support/).

## Shopify support prices

Because Shopify handles server updates and platform backups, most stores only need us when there is work to do. One-off Shopify work is **£45 an hour + VAT**, with a 30-minute minimum then 15-minute blocks.

If you want regular changes and priority help, the **Business plan at £50 a month + VAT** includes an hour of fixes or changes each month, plus uptime monitoring of your store. The **Complete plan at £99 a month + VAT** gives three hours a month and adds IT and Microsoft 365 helpdesk for your team. Theme rebuilds and migrations to or from Shopify are quoted. See [ecommerce support](https://dijitulsupport.co.uk/ecommerce-support/) or [get in touch](https://dijitulsupport.co.uk/contact/).

## FAQs

### Can you fix Shopify if the platform is down?

No. Shopify is a hosted platform, so outages of Shopify's own servers or checkout are fixed only by Shopify. dijitul supports what you control: theme, apps, settings, content, domains, DNS and integrations.

### Why does my Shopify domain say SSL unavailable?

Usually the DNS records are wrong or conflicting, for example an old A record or an AAAA record still pointing to a previous host. Once the root A record and www CNAME point correctly to Shopify, the certificate is issued. dijitul can check and fix this at £45 an hour + VAT.

### Will uninstalling a Shopify app remove all its code?

Not always. Apps that edited theme files can leave snippets behind, which keep loading scripts and slow the store. dijitul audits the theme for leftover app code and removes it safely on a duplicate theme first.

### Do I need a monthly plan for Shopify?

Not necessarily. Shopify handles server updates and platform security, so many stores use dijitul ad hoc at £45 an hour + VAT. A Business plan at £50 a month + VAT suits stores that want regular changes and priority help.

### Can you update my Shopify theme without losing customisations?

Yes. Theme updates do not carry over custom code automatically. dijitul installs the new version as an unpublished theme, moves your settings and custom code across, tests it, then publishes it.

### Does Shopify host my business email?

No. Shopify can forward email, but mailboxes stay with a provider such as Microsoft 365 or Google Workspace. dijitul makes sure MX records survive domain changes and that Shopify's sending records are added for order emails.

## Pricing and contact

Support plans from £25 a month + VAT, or £45 an hour + VAT for one-off fixes. Plans: Essential £25/month + VAT (Website software updates (core, plugins, themes) applied and checked, Daily backups, Uptime monitoring, Security monitoring); Business £50/month + VAT (Everything in Essential, 1 hour of fixes or changes every month, Priority support); Complete £99/month + VAT (Everything in Business, 3 hours of fixes or changes every month, IT and Microsoft 365 helpdesk for your team). Ad-hoc support is £45 an hour + VAT. The first 30 minutes are the minimum charge, then we bill in 15-minute blocks. Contact: 01623 650333, support@dijitul.uk, https://dijitulsupport.co.uk/contact/