Cannot get customer service "There’s a problem loading this page" 08/22/2023

[kbarend]

Hello

I’m trying to get past the annoying chatbot to talk to a real human but cannot. Whenever it asks me to select a store I get the message

“There’s a problem loading this page
There’s a technical problem with the Shopify Help Center that prevented this page from loading. Please go back to the Help Center homepage or try reloading this page.”

After I go back I am unable to proceed.

[KaelL]

Hi,

I am still experiencing the same issue.

[Eman2]

Same thing here. Extremely frustrating. I’ve tried multiple browsers, all with cleared caches. NOthing works.

[Eman2]

I can’t even get to the help center. Won’t let me in. “Internal server error”

[Eman2]

I cannot access the Help Center. When I click on “Help Center” from the main dashboard, I am brought to the error page shown below. Reloading the page doesn’t help, nor does clicking the button that says “Go To Help Center Home”. I have tried multiple browsers and devices, all with cleared caches. Nothing works. Please advise..

[shaynasitterud]

hi there, i just built a website for a client that i convinced shopify was perfect for and i cannot get ahold of anyone to help me with my domain. we own the domain and i started a site on my account, transferred ownership but need help getting the domain attached to the correct site/theme. every time i click on something with support i get an error message or when i call they hang up. please help at your earliest convenience.

[Victoria_13]

Hi, @Eman2 .

Thanks for getting in touch.

Are you still experiencing an error message when trying to access the Shopify Help Center?

As per our Shopify Status page, all systems are operational and we haven’t received reports of issues with the Help Center. Could you try using this Help Center link to see if you’re able to access it?

Additionally, could you also provide information on the following:

• What browser(s) have you tried using?
• Can you replicate the issue using an incognito browser?

I look forward to your reply.

[Sindoora]

Hello! Sorry you’re having trouble.
Does this link help with your domain-related issue?
Also have you tried this link to connect with support?

[kbarend]

I’ve tried using chrome and firefox on pc and safari on my phone

Incognito does nothing.

Would you kindly send to me another method to contact support? Like an email or phone number? Or they could contact me

[BTA]

I am having the same issue. Today is supposed to be launch day and i cant finalise the connections. I have tried Google Chrome, cleared cache, incognito and tried safari with no results. It worked for about 10 seconds in incognito, but then displayed the same message again. I am located in Australia.

[Victoria_13]

Hi, @BTA .

Welcome to the community and thank you for joining the thread.

I appreciate you trying those troubleshooting methods. Our developers are aware of the issue and currently investigating.

In the meantime, are you able to provide some insight on the following:

• When accessing the Help Center, are you logged into your store?
• Could you share what steps you’ve taken prior to receiving the error message in the Help Center?

Thanks!

[BTA]

• When accessing the Help Center, are you logged into your store?
• Yes. I believe most people would be.
• Could you share what steps you’ve taken prior to receiving the error message in the Help Center?
• I’m not really sure how to answer that. It has been the same for 2 days now and no matter which way i try to open the help centre, it doesnt work. Whether that be from a link on shopify, or from a google search. When it first started happening, I did a google search to find a solution, all results were from shopify help centre and showed the same message when i opened them.

[ChrisW4]

So here I am, having a problem with my store.

I go to the help center, and the AI bot is not providing useful answer to the problem I’m experiencing.

It asks to me to connect to live chat, which is great - however, when I log in, I’m met with the “Oh no! There’s a problem loading this page”. Well, I researched a bit and tried clearing the cache in my browser, incognito, mobile, and the same issue appears. I go to the Shopify status page.. No issues ?

After a while I find the email for Shopify support but after drafting my email and sending it, I’m hit with a reply stating; “Thanks for contacting Shopify Support! A support ticket has not been created.”. They refer me back to their help page, where it is impossible to connect to any living human without logging in.

Can anyone please tell me how to get in contact with a support representative to solve the problem on my store?

[cara98165]

I have the same issue!

[ChrisW4]

Let’s hope the support reps are following these threads, because there is literally no way of reporting these issues other than talking to support

[cara98165]

Hope so… Please update on here if you have any luck!

[ChrisW4]

I’ve found the phone number for support. I’ll call them and report the issue

[ImporterAM]

I’m getting the same error and it’s pretty frustrating that they haven’t fixed the issue since you posted this.

[Nottodaydonald]

I’m having the same issue, what the heck is going on???

[Victoria_13]

Hi, all.

Looping back to this thread to share a few updates/workarounds as our developers are actively investigating.

If you’re receiving the error message Internal Server Error when accessing the Shopify Help Center, please follow the steps below.

• Log in to your Shopify admin.
• In the Settings > Store Details section, make sure to fill out any section/information that is blank.
• Save info.
• Reopen using an incognito window to access the Help Center.

If you’re receiving the error message Problem Loading Page when attempting to access the Help Center, please follow the steps below.

• Clear your cookies + cache.
• Reset the router.
• Launch an incognito window and reopen the Help Center.

We truly appreciate your patience and understanding as we work to have this resolved.