Internet Connection Error

[Kzeinert]

For the past couple of days the Shopify app has been saying check internet connection and try again. However my internet is working for everything else, so if you could explain how to fix this. I have tried deleting the app, updating my iPad, updating the app, and I’ve gone into setting and I’ve gone into settings and toggled the remove all sessions on next launch. None of those things helped. The only way it works is by getting on Shopify through safari. I just want the app to work because it is so much smoother. Any advice.

[Shay]

Hi @Kzeinert 

I'm sorry you are having these issues with your Shopify app. I'm glad to hear you've already done your local troubleshooting, although it didn't resolve the issue for you. 

Can you please take some screenshots of the error messages you are seeing when accessing the Shopify app and reach out to our live support to report this. This may need to be escalated to our technical team for a review. 

To access our live support, please follow this link: Shopify Help Center. Next, you will want to follow the on screen prompts to sign in, choose your topic and issue and at the bottom of the help articles provided will be all available live support options. 

[Javier_Barbero]

Were you able to solve this? Running with the same issue with 1 specific device. Tried different internet connection, using mobile data, results are the same. Products/Inventory tab wont load. But orders, store and home work fine.

[Shay]

Hi @Javier_Barbero 

If you haven't yet, please reach out to our live support to have this reviewed by our technical team as well. They will ask you to do some local troubleshooting, this is a required step to ensure our technical team is investigating an issue within the app itself. From there they can look further into any possible compatibility issues with the app and certain devices. 

[Cez1]

I am having the same problem.. on 4 different devices so it appears to be an app bug. 

Shopify chat support is not currently available, I just keep being sent to the community or help articles. Very frustrating with Black Friday around the corner. 

Error message- "check your internet connection and try again"

Troubleshooting steps followed- iOS updated, Shopify app uninstalled and reinstalled. 

Tried testing mobile data or wifi 

Checked on 4 other mobile or tablet devices

This error appears when I click on the store in order to view payouts. 

My monthly Shopify costs are nearly €200 per month. It is disappointing to not have any customer service support from Shopify. 

[Shay]

Hi @Cez1, all our merchants should always have access to our authenticated and live support channels. That includes email, live chat, and the ability to schedule a call back (so long as the wait times aren't too high). All live support requests do need to be initiated through our Help Center.
 
If the steps below are not working as expected please ensure that you do a full browser cache and cookie clear, attempt in another browser, and through a different internet connection (mobile data if available). 
 
You can see in the screenshot below where to find the option to contact our support, and the "Contact Support > 1. Login" step should show to let you know that you are in the contact support workflow as well. There are 4 steps in total. 

Once you login to your store account you will want to follow the prompts to choose the topic/issue you need support with. If you need help with billing then you would choose "Accounts > Billing" from the available options provided. Choose the topic closest to your issues so that the appropriate support options can be made available. On the final step (Step 4) you will be provided a list of related Help Center documents as well as all available live support options at the bottom of the page. 
 
If for any reason you are still having issues getting connected with our authenticated support team, please reply back to your most recent billing email or email from Shopify directly to initiate an email ticket. This will ensure you are connected with our team for further troubleshooting. 

[Omalalove]

I am having the same issue, with no option for support. I have tried everything I know to do. 

[Shay]

Hi @Omalalove 

Are you having issues getting connected with our authenticated support team? Our Help Center contact support flow has changed since my last post. We now have an integrated AI chat support to assist our merchants. Feel free to type "Contact Support" into the chat box to get connected to our authenticated support team. 

[lyndalou]

Did you get resolution to the issue? I've been having the same issue for the past two weeks or so but I'm not in the store today to contact support.

[pkterritory]

Here are a few troubleshooting steps you can try to resolve the problem:

1. Force close and reopen the app: Double-click the home button (or swipe up from the bottom on newer iPad models) to bring up the app switcher. Locate the Shopify app and swipe it up or off the screen to close it completely. Then, relaunch the app and see if it resolves the connectivity issue.

2. Check for app updates: Make sure you have the latest version of the Shopify app installed on your iPad. Open the App Store, go to the "Updates" tab, and check if there's an update available for the Shopify app. If an update is available, tap the "Update" button next to the app to install it.

3. Restart your iPad: Sometimes, a simple restart can fix connectivity issues. Press and hold the power button until the "Slide to power off" slider appears. Slide it to power off your iPad, wait for a few seconds, and then press and hold the power button again until the Apple logo appears. After the restart, launch the Shopify app and check if the issue persists.

4. Reset network settings: Resetting network settings can help resolve any underlying connectivity issues. Note that this will remove saved Wi-Fi networks and their passwords. To reset network settings, go to "Settings" on your iPad, select "General," then "Reset," and choose "Reset Network Settings." Enter your passcode if prompted, and confirm the reset. Afterward, reconnect to your Wi-Fi network and check if the Shopify app functions properly.

5. Contact Shopify support: If the above steps don't resolve the issue, it's recommended to reach out to Shopify's customer support. They can provide specific troubleshooting steps and further assistance in resolving the connectivity problem. You can contact Shopify support through their website or via the support channels provided within the app or on the Shopify website.

[Omalalove]

I have had the same problem. Also, my products won't load, unless I go from the homepage. I hope this is fixed soon, as Black Friday is approaching and I need to get new products and link out!