Online Store 1.0 not supported — what to do
Olvio's chat widget is a block, Olvio — Product page, that you add to your product template in the Shopify theme editor. Shopify only lets you add app blocks like this one to Online Store 2.0 themes. If your published theme uses the older Online Store 1.0 format, which Shopify calls a vintage theme, the block can't be added. To use the widget, move your store to an Online Store 2.0 theme.
How Olvio warns you
Until the widget has loaded on your storefront at least once, Olvio checks the theme that's published on your store. When it detects the Online Store 1.0 format, the Dashboard (the page that opens when you click Olvio in the app menu) shows a warning banner: Your theme is not compatible with Olvio's widget. Its Learn how to upgrade your theme button opens Shopify's help page about theme versions.
Only your published theme is checked, not your draft themes.
The banner doesn't show if Olvio can't read your theme, and it can be missing on some visits, so don't rely on it alone. Use the check below.
Check your theme's version
You can also check your theme in Shopify:
From your Shopify admin, go to Online Store.
Find your theme, then click Edit theme.
Open the page menu at the top of the editor (it shows Home page) and select Products > Default product.
Look at the sidebar. If an Add section button appears below the list of sections, your theme is an Online Store 2.0 theme or newer. If it doesn't, your theme is probably a vintage theme.
Move to an Online Store 2.0 theme
Vintage themes aren't available in the Shopify Theme Store, so every theme you add from it supports app blocks. You have two options:
Update your current theme. If you bought your theme, ask its developer whether a newer Online Store 2.0 version exists. Shopify's own free vintage themes only receive security fixes, so switch to a new theme instead.
Switch to a theme from the Shopify Theme Store. From your Shopify admin, go to Online Store. In the Discover themes section, choose a free theme or click Visit theme store, open the theme, then click Add. For a paid theme, click Try theme on its Theme Store page.
New themes are added to the Draft themes section, so your storefront doesn't change until you publish. If your current theme has a lot of custom code, a developer can help you rebuild those changes on the new theme.
When the new theme is ready:
Customize and preview it from the Draft themes section.
In Draft themes, find the new theme. If it's a paid theme, click Buy first, because you can only publish a theme you've bought. Then click Publish.
Add the Olvio widget to it, as described below.
When you publish, your previous theme moves to Draft themes with all its changes, so you can publish it again if you need to go back.
What you keep, what you set up again
Your products, collections, menus, pages and blog posts don't change when you switch themes.
Theme editor settings, theme code edits and language editor changes belong to each theme, so redo them on the new theme.
Your Olvio settings, such as AI Setup, Appearance and your API key, are saved in Olvio, not in your theme, so they carry over.
If you use Olvio Advisor links (Growth and Scale plans), turn on the Olvio Advisor app embed in the new theme: in the theme editor, click App embeds, turn on Olvio Advisor, then click Save. Advisor links need the embed to work across your store. If you have at least one chip and the embed is off, the Advisor page shows Advisor isn't visible on your storefront yet. Its Open Theme Editor button opens the theme editor on the Olvio Advisor app embed. The banner may not appear right away after you switch themes, so check the toggle yourself. See Turn on the Olvio Advisor and add Advisor links to your store.
Add the Olvio widget to your new theme
Once the new theme is published, add the Olvio — Product page block to its product template. On the Dashboard, in the Get Olvio ready for your first customer card, the Add the Olvio block to your product page step has an Open theme editor button. It opens your published theme's default product template with the block added in a new Apps section for you to preview. Move the block where you want it, then click Save. If the card isn't there, for example because you clicked Hide on it, or if the step's button shows View conversations instead, add the block manually. See Add the Olvio widget to your product pages.
Then open the page of an active product on your storefront. The first time the widget loads on an active product that Olvio has already imported, the warning banner is gone and the setup guide marks the step as done the next time you open the Dashboard.
Until the widget has loaded once, the banner can stay on the Dashboard for up to a day after you switch themes, because Olvio rechecks your theme about once a day.
If you can't find the Olvio block in the theme editor, see Cannot find the Olvio block in the theme editor.
Why Olvio needs Online Store 2.0
Olvio adds its widget through a Shopify theme app extension. You place, move or remove the widget from the theme editor, and Olvio never edits your theme code.
Shopify only supports app blocks, like the Olvio — Product page block, on Online Store 2.0 themes, because they need JSON templates. Olvio has no other way to add the widget to your product pages, so there is no workaround on a vintage theme: moving to an Online Store 2.0 theme is the only fix.