[intro] When you have completed this Guide, you’ll understand what Shop Restores are, how they work and how to get one if necessary. [/intro]
What are Shop Restores?
If you’ve ever applied an unwanted Theme to your live shop, edited the source code without any prior experience or accidentally deleted Products and Categories, then you can ask for a Shop Restore where our Engineering Team will undo the mistake for you and restore your EKM online shop.
Why would I need one?
Common reasons for needing a Shop Restore include applying an unwanted Theme to the live version of the shop, accidentally deleting Products and Categories and removing or editing essential source code from the Theme. Basically, if you have made a drastic change to your EKM online shop which has resulted in the shop not working correctly or vital content being deleted, you will need to have a Shop Restore.
How do they work?
A Shop Restore works by overwriting the shop database with an earlier version of itself. This is carried out by our Engineering Team for you and can take from two hours to complete, dependent on the cause for the Shop Restore - some issues can take longer to resolve than others.
How much do they cost?
Shop Restores cost £49.99. This is billed to your EKM online shop account on the same day. However, if your EKM online shop is on the Advanced or Pro Tier, you are allowed twelve free Shop Restores per year as part of your tier of service.
How long do they take?
Some can be completed within two hours, but others can take longer - it all depends on the cause of the Shop Restore. More complex issues can take more time to resolve.
How do I get a Shop Restore?
Contact the Customer Support Team by telephone as soon as you realise that there is an issue that you cannot resolve yourself. Request a Shop Restore and let them know as much information as possible which will often help the issue get resolved.
How can I avoid needing a Shop Restore?
If you want to experiment with different Themes and ways of displaying and categorising your Products, and Categories, do this within your Test Shop. This will not interrupt the daily activities on your live shop and allow you to see how different Themes will display your content.
If you are attempting to edit the source code of your EKM online shop, we strongly advise making a copy of the original source code on a Notepad (.txt) file, so you can restore it if need be.
If you are importing a spreadsheet, please ensure that you test it for errors before importing it into your EKM online shop. Always make back-ups where possible, so again, you can restore the shop if need be.
[contact] If you need our help with your EKM online shop, contact your Account Manager or Customer Support, who will be able to point you in the right direction. We're open from 8am-6pm weekdays and 9am-5.30pm on the weekends. If you'd like to suggest a feature or an upgrade on any of the EKM platforms, please let us know on the EKM Suggestions board. If you have a non-account specific question ask the EKM Team, join us in EKM Community. [/contact]