Theme Updater & Backups | OOTS , 265 reviews

Hello there Intuitive Code team,

Thank you for taking the time to provide your feedback and sorry to hear you were having issues getting in touch with us.

We are dealing with a fairly high volume of support queries so our response time is currently longer than we’d like, so your feedback is certainly understandable.

It does look as though you’re using the Pro plan version of our app, so you do have access to priority support. It appears your emails weren’t sent in via the Updater App which is likely why they weren’t received as ‘high priority’. I realize this current method for accessing priority support isn’t ideal, but I’m happy to say we’re working on updating it so that any correspondence you send will be sorted based on your email address. If your email is linked to the Pro plan, it would then automatically come into our high priority queue which would allow us to reply much quicker to any questions you have.

I’ve gone ahead and sent along a separate email as well to address any concerns and issues you were having, so please feel free to reply there with any other questions or concerns you may have.

Thanks again for your feedback.

All the best.

Hi Redback One team!

Thank you very much for your feedback - A member of our support team has reached out to you via email!

All the best,
Out of the Sandbox

Hi DucabikeDirect team!

We’ve repaired the ‘clear’ function for the collection filters and confirmed this was a bug in that theme version. It looks like Theme Updater was used to successfully update to that version (just had a theme bug!).

Revisiting the email thread, it looks like we received your initial email Wednesday afternoon and we provided our first meaningful reply by Monday.

Our team patched the affected theme file for the repair and future theme versions will include the fix. We hope it is clear that this theme error isn’t due to Theme Updater’s performance in this case.

All the best,

Out of the Sandbox

Hello XBODY UK,
Thank you for highlighting your experience with the Theme Updater App and your Out of the Sandbox themes. I have some details to share with hopes I can clarify a couple aspects of your remarks for you and other merchants interested in our Themes and updating tool:

- On the Shopify platform, updated theme files are free if you have previously purchased a theme. Whether from the Shopify Theme Store or from our site, updated default versions of the theme you purchased are available free of charge upon request (or from revisiting the Theme Store listing for purchases from the Theme Store)

- You do not need to pay to update your theme on Shopify; with the normal process of updating (installing the new version, reconfiguring settings, manually carrying over past code customizations), updating a theme has no direct cost involved - however, this process can be time-consuming, and past customizations may need special attention from a developer

- The Theme Updater App is totally optional to use; the app provides time-savings and convenience by addressing the steps of a manual update automatically (by automatically obtaining the most recent version of the theme, automatically carrying over past theme settings, and detecting past code customizations while assisting with carrying them over to the new version)

- The Theme Updater App's updating feature can be used for free for a year following the purchase of a theme, so you can enjoy the time-saving and convenience benefits while figuring out if you value these benefits to justify an ongoing subscription following the free year

Thanks again for the remarks - we understand there's a need to make this point clearer: the Theme Updater App is NOT required to update your theme - the app is a tool to automate parts of the update to make the updating process faster and easier (which requires a subscription to use after the first year of owning the theme).

I hope this helps, and clears up similar concerns for other customers! Feel free to reach out to our Support team with any other questions this brings up. :)

We wish you all the best with your online store!
-Out of the Sandbox

Hi Amanda Marcucci team!

We’re revisiting your email thread and looks like our team requested access to your store within 10 hours. When access was granted, we identified a modified theme file and repaired it.

The issues preventing your Turbo theme from updating were stemming from a third-party SEO app installed on the shop. The integration affected a critical theme file for Theme Updater compatibility (schema file).

Unfortunately, a Shopify server error prevented you from confirming this repair.

Thank you very much for your feedback!

All the best,

Out of the Sandbox

Hi there,

Sorry to hear that you haven’t had a great experience with the updater app as well as our support team - we certainly strive to provide solutions as promptly as possible, but in this case, the issue has been very difficult to reproduce and troubleshoot. Without that ability to consistently reproduce it, it becomes a challenge to find the cause of the issue, thereby making the solution even harder to find. While we take each reported issue seriously, some can certainly present more difficulty and complexity.

With our theme updates, we aim to provide solutions for issues like you’ve experienced, but each update may also address other issues which can take extensive testing. Having said all of that, we can certainly appreciate the importance of this issue and the potential impact it may have, so we do apologize for the time it’s taken to sort this out. We’ve sent along an email to you if you’d like to discuss some options a little further, and hopefully we’re able to come to a solution there!