Common Issues
Try these first
- Clear your browser cache — fixes most display issues
- Check your license — most problems come from an inactive license
- Make sure you saved — changes don't apply until you click Save
- Try incognito mode — rules out browser extension problems
"Setup Required" modal showing
Your license isn't activated. Go to Theme Settings → License → enter your key → Save.
Can't download the theme
You're not logged in or your session expired. Go to usekenso.com/theme/portal, log in, and try again.
License says invalid
- Copy the key directly from your portal (don't type it)
- Check for extra spaces before or after
- Make sure you're on the correct Shopify store
- If it says "already in use", the license is activated on another store — transfer it in your portal
Features not working
- Check the section is enabled in the theme editor
- Verify your license is active
- Clear browser cache and refresh
Theme looks broken
- Clear cache
- Check for conflicts with other Shopify apps (disable them temporarily to test)
- Make sure you're viewing the correct theme (not a different one)
Still stuck?
Chat with support — include what's happening, what you've tried, and a screenshot if possible. We respond in under 15 minutes during business hours.