To provide accurate assistance and information, our first step often involves verifying the affected application ID and the store URL. Since many customers have multiple store themes or production-dev environments, providing a link to the site where Support can replicate the issue will greatly assist us in investigating the problem you're experiencing.
You can go to the Applications tab of your Dashboard to find the application ID.
You can verify the Shopify store URL by following this guide here: How can I find my Shopify store admin URL?