Cannot open store admin - 500 internal error. Link to help centre also doesn't work

Shopify Discussion

Topic summary

Users are experiencing a widespread 500 internal server error preventing access to their Shopify store admin panels. The error message indicates a technical problem with Shopify and suggests checking the status page, though all systems appear operational there.

Key symptoms:

  • Admin panel completely inaccessible on both desktop and mobile
  • Help center links also non-functional
  • Error persists across different browsers and private sessions

Latest developments:

  • One user reports seeing their actual store listed as “inactive” with a blank store appearing in its place
  • Multiple users cannot access critical settings pages including /settings/payments, /settings/billing, and /settings/plans
  • The most recent error shows “ApolloError: Timeout Exceeded” with references to cloudflare CDN assets

User impact:

  • At least one merchant just upgraded from trial and spent 3 days (30+ hours) setting up their store ahead of an imminent product launch
  • Concerns about potential data loss

Status: One user reports the issue appears resolved (“looks like it’s fixed now”), though confirmation from others is pending.

Summarized with AI on November 17. AI used: claude-sonnet-4-5-20250929.
1

Shopify is broken for me! :disappointed_face:

I cannot open my store

When I try to open my store

There’s a problem loading this page

There’s a technical problem with Shopify that has prevented this page from loading. Try reloading this page or going to another page in Shopify. If that doesn’t work, visit our status page for updates and try again later.

When I try to go to the help centre from that page (top right menu):

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.

This is the same on the mobile app and via the desktop. I have of course tried logging out / in. And in a private session. Same result. I’m using chrome on windows 11 and it’s up to date. Looks like an issue on the shopify end? I’ve checked the status pages but all lights are green.

Please help! I cannot access the normal support page so cannot chat with anyone etc

UPDATE: I can now login to my admin (still cannot get to the help centre) - But my store is gone! there is a blank, new, empty store in it’s place. Interestingly, I can see two stores when I log in via mobile. The blank store, and my actual store, which is shown as inactive. When I open the inactive store (which should be my actual store) I get the 500 error above.

backstory is that I have been on a trial, and I just paid to upgrade this morning. I’ve spent the last 3 days full time (10 hours a day+) setting up my store in anticipation of a product launch in a few days time… Hope I haven’t lost all of that work

UPDATE: Here is the latest error message I get:

Unexpected Application Error!

Timeout Exceeded

ApolloError: Timeout exceeded

[and then a dozen lines which reference various assets on cdn.shopify.com/shopifycloud]

Update: all fixed :grinning_face:

1 Like
2

same issue can’t access

/settings/payments

/settings/billing

/settings/plan

There’s a problem loading this page

edit: looks like it’s fixed now.

1 Like