Why can't I access my product templates?

Technical Q&A

Topic summary

Issue: A merchant cannot access product templates in their Shopify theme. The interface shows an error (“something went wrong, wait a few minutes and try again”) that has persisted for 3+ hours. A screenshot of the error was provided (not essential for diagnosis).

Latest guidance: A support advisor recommends local troubleshooting to rule out browser/device causes:

  • Clear cache and cookies.
  • Use an incognito/private window.
  • Try another browser (Chrome, Firefox, Safari).
  • Try another device.
  • Try the Shopify mobile app.
  • Restart the device.
  • Ensure the device/OS is up to date.

Escalation path: If the issue persists after all steps, contact Shopify Support for account-specific investigation:

  • Go to the Support Page and log in.
  • Select the topic “Starting a store.”
  • Scroll to the bottom to view available support options.

Status: No confirmed fix yet in-thread. Next actions are to complete the troubleshooting steps and, if unresolved, reach out to Shopify Support for further assistance.

Summarized with AI on January 26. AI used: gpt-5.
1

I’m trying to access my product templates and it says that something went wrong, to wait some minutes and try again. That was 3 hours ago…

Does someone know how this can be solved?

Best

Captura de Pantalla 2023-05-19 a la(s) 1.42.49 p. m..png
Captura de Pantalla 2023-05-19 a la(s) 1.42.49 p. m..png1379×721 167 KB

2

Hi @Mariogalan ,

Thank you for reaching out to the Community. I’m happy to provide some assistance with your shops theme, to ensure this gets resolved.

To confirm this is not related to a browser or device issue, I’d recommend attempting some local troubleshooting steps. For ease, I’ve gone ahead and listed these steps below for you to attempt to see if this helps to resolve:

  • Clear your Cache and Cookies.
  • Access the shop in an Incognito Tab.
  • Try accessing the shop from Another Browser (i.e Chrome, Firefox, or Safari).
  • Try Another Device.
  • Try accessing from the Shopify Mobile App.
  • Try Restarting your device.
  • Make sure your device is Up To Date.

If after attempting all of the steps outlined above, the issue persists, please Contact Us directly. This will allow for our advisor team to take a closer look and ensure the shop is successfully closed.

To connect with us, you can:

  • Head over to our Support Page.
  • Log into your shop.
  • Select the topic Starting a store.
  • Scroll to the bottom of the page to view all available support options.

Please let me know if you have any other questions or concerns.