Troubleshooting

Try these steps first. If the problem stays, contact us and tell us which steps you tried.

First checks

1. Preview the theme without apps. Turn off app embeds one by one in the theme editor (App embeds in the left bar) and see whether the problem goes away. Many display problems come from app code.
2. Try a fresh copy. In Online Store > Themes, add a fresh copy of Kyoto from your theme library or the Theme Store and check whether the problem happens there too. If it doesn't, the difference is in your settings, your edited code or an app.
3. Try another browser or a private window, to rule out browser extensions and old cached files.
4. Note the details: the page address, your device and browser, and the theme version (shown under the theme name in Online Store > Themes).

Common questions

A section shows a gray drawing instead of my picture

That drawing is the placeholder for a missing image. Select the section or block and choose an image. You can replace the drawing everywhere with your own picture in Theme settings > Accessibility and more > Placeholder image.

The free shipping message doesn't appear

• Check that Show free shipping progress is on and Free shipping minimum has an amount (Theme settings > Cart).
• The cart drawer and cart page need the Free shipping progress block; the announcement bar needs an announcement with Content set to Free shipping.
• Nothing shows when the cart has items but none of them needs shipping. With an empty cart, only the announcement bar shows the offer.

Free shipping says it's reached, but checkout charges shipping

The message only shows an amount; Kyoto doesn't change your shipping rates. Make sure your free shipping rate in Settings > Shipping and delivery uses the same amount, the same currency and the same rule (before or after discounts) as Free shipping minimum and Free shipping based on.

The header is transparent on one page but not on another

Transparent on only works when the page starts with a Hero or Slideshow set to Overlay, or with Hero with links. Check the first section of the page.

Japanese text looks different on my phone

With Japanese font source set to System fonts, or while library fonts are still loading, each device uses its own Japanese fonts, which differ between iPhone, Android and computers. Choose Font library for the same fonts everywhere.

Predictive search doesn't work in Japanese or Chinese

Shopify's predictive search doesn't support these languages. Kyoto shows live results from the regular search instead when Live results for unsupported languages is on. See Search.

The cart doesn't keep items in the Theme Store demo on Safari

The demo shown inside the Theme Store page can lose the cart in Safari and other browsers that block third-party cookies. This happens with every theme and is not a theme bug. Open the demo store directly in a new tab to try the cart.

Animations don't play

• Check Motion intensity in Theme settings > Motion and the section's own Section motion.
• Your device may be set to reduce motion; Kyoto then keeps the store still on purpose.
• The reduce motion button in the footer (if you turned it on) is saved per browser.
• Page transition works only in browsers that support view transitions and never plays inside the theme editor.

A color looks different from what I chose

Kyoto adjusts secondary text on a background to keep it readable. If you changed a palette color, the schemes built from it follow; a color you set inside a scheme yourself keeps your value. See Colors.

My settings or logo seem to be gone after an update

Your published theme is never changed by an update: the new version arrives as a separate copy in your theme library. Check the published theme first. If the copy is missing something, see Updating in the FAQ and tell us; some update problems come from Shopify's update process and we will look into it with you.

Something broke after I edited the code

Changes to theme code are outside our support (see Support policy). Compare with a fresh copy of Kyoto to find the change, or restore an older version of the file: in the code editor, open the file and choose Older versions.

The theme editor is slow or a section won't load in the editor

Reload the editor. If one section keeps failing, hide it, save, and tell us which section and which settings you used. Turn off Preview motion in editor in Theme settings > Motion if replays get in the way.