Help center won't load, unless I'm logged out

Shopify Discussion
1

Howdy, so I was discussing some problems with a Support worker, when suddenly I got the message:

There’s a problem loading this page

I can’t acces the help site at all. Then I immediately tried with VPN + other browser = no problems. But when I log in, it works for a short time, then I get the message again. Strange. When I’m not logged in it’s working and i can chat with the bot, but when I log in, I can’t even go on the help site at all.

2

Hi @SPFYSCKS

Hey, I see what’s happening here, and that’s definitely frustrating, especially when you’re trying to get support. Since you’ve already tested with a VPN and different browsers, but the issue only happens when logged in, here’s what I’d suggest:

1. Clear Cache & Cookies- Your browser might be storing some conflicting data. Try clearing your cache and cookies, then restart your browser and log in again.

2. Try Incognito/Private Mode- Sometimes, extensions or stored sessions mess things up. Open an incognito window (Chrome: Ctrl + Shift + N / Safari: Command + Shift + N), log into Shopify, and check if the Help Center loads.

3. Disable Browser Extensions- Some ad blockers, privacy tools, or script blockers might interfere with Shopify’s Help Center. Try disabling extensions and refreshing the page.

4. Check for Shopify Status Issues- If Shopify is having temporary issues, that could be why the Help Center is misbehaving. Check their status page to see if there’s an outage.

5. Network Restrictions- If you’re on a work or public network, some security settings might be blocking certain Shopify pages. If possible, try switching to mobile data or another network.

6. Contact Shopify Support Another Way- Since you can access Help Center when logged out, try starting a chat with the bot and ask for a direct link to support.

  • Alternatively, reach out via Shopify’s social media (Twitter/X @ShopifySupport) or email if needed.

It sounds like a session-related issue, and clearing data or switching networks should fix it. But if nothing works, Shopify’s team might need to check your account.

If you need any other assistance, I am willing to help.
Best regards,
Daisy.