Determine if your problem is related to a known incident and provide support with the necessary information when it is not.
This guide applies to all store administrators in Go, Plus, and Pro, regardless of the theme. The status page describes the platform's components; a green component does not mean that every individual store, payment connection, or email delivery is working.
1. Check the affected component and time
Read about ongoing incidents, planned maintenance, and relevant history.
Compare the incident's time and affected service with your problem: admin, store/theme, API, email, or search/filtering.
Follow the updates if the incident matches. An estimated recovery time can change; do not assume that an old incident explains a new problem. You can choose to subscribe to status updates through the channels offered on the page.
2. If the status is green or the problem only affects your store
Identify what is actually failing. A working home page does not prove that checkout, login, or order emails are working.
Note the exact error text, affected URL, local time, and time zone.
Make a harmless comparison in another browser or network connection if possible without losing unsaved work or an active shopping cart.
Check if an external provider, such as for payments or shipping, is displaying its own relevant error.
Do not randomly change DNS, payment agreements, the active theme or integration keys.
A green status page does not show that your particular payment or shipment booking succeeded. First check the existing order's payment or shipment reference and the result with the correct provider. Do not repeat a purchase, capture, refund or shipment booking while the outcome is unknown. Report the store, time, error and necessary reference without secrets or unnecessary customer data.
3. Submit a useful issue report
Contact support via the current contact guide. Provide:
Store ID and the current store/sub-store, as well as the affected public URL.
Time and time zone, and when it last worked, if known.
The feature and brief steps leading to the error.
The exact error message and how many users/orders seem to be affected.
What status information and harmless comparisons you have already checked.
Order/shipment reference only when needed for the specific error.
Do not send passwords, access tokens, or full customer exports. Hide sensitive information in screenshots. The fact that no incident is published does not mean your error does not exist.
Quick start
Read the current incident for the correct component and time.
Pinpoint which feature is failing.
Gather the URL, store, time, steps, and error text.
Contact support with the information if the problem lacks a relevant incident or persists.
Subscription and access
Status information applies to all plans. The plan's support terms and current contact methods are stated in the contact guide/agreement. A theme variant may be relevant for a specific store error but does not change the scope of the status page.