Beware of Fraudulent Emails Impersonating Our Support Team
We are aware of fraudulent emails being sent to some merchants who use our Shopify themes.
These emails falsely claim to come from members of our support team and may refer to a supposed platform update, technical issue, system diagnostic, store audit, or compatibility review.
The sender may also claim that your store has hidden issues affecting its performance, integrations, compliance, or conversions and ask you to reply to arrange a review.
These emails are not being sent by us.
How to recognise these messages
Please be cautious of any unsolicited email that:
- Claims your theme or store requires a technical audit, diagnostic review, or system upgrade.
- Warns of hidden technical, performance, integration, security, or compliance problems that are not visible in your Shopify admin.
- Asks you to reply to be assigned a specialist or technical expert.
- Requests access to your Shopify store, account credentials, collaborator access, payment information, or other sensitive information.
- Is sent from an unfamiliar or unofficial email address while claiming to represent our company or support team. Our official emails always come from @switchthemes.co.
What we will never do
We will never:
- Contact you unexpectedly to offer or require a store audit, diagnostic review, or technical assessment of this kind.
- Ask you to provide passwords or other sensitive account credentials by email.
If an update to one of our themes is available, information about that update will be provided through our normal official support and communication channels.
If you receive a suspicious email
Please do not reply, click any links, download attachments, provide store access, or share any personal or account information.
If you are unsure whether a message genuinely came from us, contact our support team directly through our official support channel and we will be happy to verify it for you.
If you have already responded to one of these messages or provided access to your Shopify store, we recommend reviewing your store's users and collaborator accounts immediately, removing any access you do not recognise, and contacting Shopify Support if necessary.
Thank you for helping us keep merchants safe
We actively monitor reports of fraudulent messages.
If you receive one, we would appreciate you reporting it to our support team so that we can continue to track the issue.
When in doubt, please contact us directly rather than responding to an unexpected message claiming to represent our team.