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 from the address bar at the top of the screen when you log in to your Shopify admin. You should see something like STORENAME.myshopify.com/admin. ("STORENAME" is an example; it should be something different depending on how you set up your Shopify account.)