Website down and can't access help centre

Shopify Discussion

Topic summary

Website outage and inability to access the Shopify Help Center, initially reported without a known platform-wide incident per Shopify’s Status page.

Recent updates:

  • The site outage was traced to a DNS issue (Domain Name System, which routes domains to the correct servers) and was resolved after contacting support.
  • A separate bug is affecting some stores’ access to the Help Center home page; Shopify is working on a fix.

Guidance provided:

  • Local troubleshooting steps suggested: use a supported, up-to-date browser; clear cache/cookies; try incognito; switch browsers/devices; change internet provider (wifi/mobile data).
  • Direct support contact was successful for the original poster, confirming resolution for the site outage and acknowledgement of the Help Center bug.

Outcomes:

  • Website issue resolved via DNS correction.
  • Help Center access issue remains an ongoing, acknowledged bug under investigation.

Status:

  • Partially resolved. Storefront functionality restored; Help Center home page access fix pending.

Other notes:

  • Links shared to the Status page, browser support/maintenance, and Shopify Academy courses (optional learning resources). No images or code central to understanding.
Summarized with AI on January 6. AI used: gpt-5.
1

Hey Guys,

All of a sudden my website went down, I’ve tried to access the help centre but it says there’s a problem loading this page so I can’t reach out for support. Is this the same for anyone else or has this happened to anyone else?

Thanks,

2

Hi @24Ben24 ,

Kindly share your website link in DM so I can investigate the issue.

Thanks.

3

Hi @24Ben24 ,

I’m sorry to hear that you’re experiencing difficulties with your website and accessing the Shopify Help Center. As there is no known issue at this time as per our Status page, I’d invite you that we start with local troubleshooting steps to eliminate any of the following issues:

Please let me know if none of these steps make a difference, so I can provide further guidance to get your website back up and running.

4

Hi Yousuf,

I managed to get in contact with someone. 2 seperate issues, website was down because of a DNS issue, and there’s a bug for some stores where they can’t access the help centre home page which is being worked on to get resolved.

Thanks for your reply

1 Like
5

Hi Iris,

I managed to get in contact with someone. 2 seperate issues, website was down because of a DNS issue, and there’s a bug for some stores where they can’t access the help centre home page.

Thanks for your reply

6

Hi @24Ben24 ,

If you need any further assistance in the future you should contact us.

Thanks for your reply.

7

Hi @24Ben24 ,

Thank you for confirming that you were able to connect with our team and find a resolution for the issue. I’m delighted to hear that you received further guidance from our team!

I wanted to check in and see how everything is progressing with the rest of your website. If you’re interested in taking the next steps to further grow your business, I would like to recommend exploring our Shopify Academy’s video courses. These courses cover a wide range of topics, from marketing strategies to store design techniques. It’s a valuable and free resource where you can learn from experts in various fields. I highly encourage you to take advantage of this opportunity as it can provide you with many helpful tips and strategies.

Otherwise, if you have any additional questions let me know!