I am unable to stay logged in to my site on Firefox on my laptop. I log in and then get logged out to the login screen again, usually when I click on “Online Store” or an option under that in the left-hand drop down menu. Sometimes I have gotten a 509 error message that appears for about a millisecond before I am logged out. I have tried all the troubleshooting tips that were listed in a previous discussion about this and none of them solved the problem. I can log in and stay logged in on Chrome, but I would prefer to use Firefox. Any help would be most appreciated. Thanks! Caroline
Topic summary
A merchant is experiencing persistent logout issues when accessing their Shopify admin panel through Firefox on their laptop. The problem typically occurs when navigating to “Online Store” or related menu options, sometimes accompanied by a 509 error message that appears briefly before logging them out.
Troubleshooting attempts:
- Previously tried all solutions from earlier forum discussions without success
- Can successfully stay logged in using Chrome, but prefers Firefox
- Attempted to contact live support via Help Center chat assistant, but encountered issues with the chat not responding properly
Support recommendations:
- Clear browser cookies and cache
- Try accessing Help Center through incognito mode
- Use alternative browsers (Chrome, Safari) or devices (mobile, tablet) to contact support
- Type “contact support” in the Help Center and follow virtual assistant prompts
- Refresh the page if chat assistant becomes unresponsive
Current status:
Support staff acknowledged an ongoing platform issue causing random logouts affecting multiple merchants. The issue remains unresolved and requires escalation to the technical support team for further investigation.
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Hi there, @Caro85 !
Thanks for reaching out.
I recommend getting in touch with our live support team through the Help Center. We are currently experiencing an issue that is leading to merchants randomly being logged out, so that may be what you’re experiencing. Our team will certainly investigate and escalate to the applicable team! Simply head over to the Help Center, type in the details of your issue into the chat assistant, and you will be given the option to connect with a Support Advisor.
Let me know if you have any other questions!
Hi Greta,
Unfortunately, asking the chat assistant did not work. I asked, and it
replied with a completely irrelevant response and did not let me connect
with a Support Advisor. Here are screen shots of what occurred.
Caroline
Hi, @Caro85 !
I’m sorry to hear you’re having trouble getting in touch. I don’t see screenshots attached to your post — make sure to click the camera icon to upload your images as shown here:
Once I have a better understanding of the issue you’re facing, I’ll certainly look into it further. Thanks!
Thanks for those screenshots, @Caro85 . I’m just jumping on this thread to help out my colleague Greta for today.
From your second screenshot, it looks like the virtual chat assistant doesn’t reply back and is instead presenting you with the speech bubble, is that correct? If the chat is stuck in that state, you can simply refresh your page and this should allow you to see the reply from the chat assistant.
If you’re still experiencing the issue after a refresh, however, please follow the steps below to further troubleshoot:
- Try to login to the Help Center via an incognito window. Once in the Help Center, type contact support and follow the prompts given by the virtual chat assistant in order to connect with our live support team.
- Or, you can use your usual browser but to clear the browser’s cookies and cache prior to accessing our Help Center again.
- You can also try another browser. For example, if you’re using Firefox, you can try contacting our live support team via Chrome or Safari.
- You can also try to use another device, such as your mobile or a tablet.
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